Call Center Services Featured Article

eGain Demonstrates the Benefits of Knowledge-Infused CRM

By Rajani Baburajan
TMCnet Contributor

eGain Communications (News - Alert), a provider of cloud and on-site customer interaction hub software, announced that it will demonstrate benefits of knowledge-infused CRM at COLLABORATE 11, the technology and applications forum for the Oracle (News - Alert) community.

Oracle applications and technology users can share their experience with over 5,000 of their peers at the Oracle's COLLABORATE forum. Participants are expected to learn to solve the business challenges with solutions from experts such as eGain, a Gold level member of Oracle PartnerNetwork (OPN) and a member of the Oracle Application User Group (OAUG).

eGain offers Oracle Validated Integration of eGain Knowledge 10 with Oracle CRM On Demand Release 18, and Oracle's Siebel CRM, Release 8.1 through the OPN, according to a press release.

Several companies have already implemented eGain's knowledge management solutions to enable superior customer service that is consistent across interaction channels.

eGain offers a single agent approach and customer knowledge base with the ability to federate multiple content sources. The approach offers multiple paths that translate to better findability, greater contact center productivity and increased customer satisfaction.

Features including eGain Multisearch, natural language processing, chatbot assistance and guided help through Case-Based Reasoning, and social knowledge management make for exceptional service experiences and knowledge ROI offer additional benefits to its customers.

Recently, eGain announced the launch of eGain Multisearch, search technology for Web self-service and the multi-channel contact center. It is embedded in the eGain SelfService and eGain KnowledgeAgent products.