eGain Communications Corporation, a provider of multichannel customer service and knowledge management software, has announced that its knowledge management solution, eGain Knowledge, has been recognized as “Knowledge-Centered Support (KCS) Verified” by the Consortium for Service Innovation (CSI).

A non-profit alliance of support organizations and technology providers, the Consortium has worked to developed KCS into a best practice methodology since 1992. This methodology centers on creating and maintaining knowledge in a support environment.

KCS is considered to be a critical part of day-to-day operation in support centers as it helps businesses to maximize operational efficiency by improving their effectiveness in solving problems. For their part, organizations can reduce support costs and enhance their overall service quality.

"The Consortium for Service Innovation is pleased to have eGain as one of our KCS Verified Vendors,” said Greg Oxton, executive director of the CSI, in a Wednesday statement.

The Verification process is thorough and challenging, and by submitting to the program eGain has aligned themselves with forward thinking service enablers that have become strategic partners with service providers to turn information into knowledge."

eGain merged with Inference Corporation in 2000 and has since been delivering innovative knowledge management (KM) solutions to enterprises. The company has a number of patents in KM, including many in the area of case-based reasoning. eGain was also the first provider to introduce interactive knowledge management solutions for contact center agents in 1990 and for Web self-service in 1995.

Rated #1 by analysts, eGain's KM solution is used in many enterprises for unified agent-assisted customer service and Web self-service. The company’s Knowledge 7.6 achieved KCS verification, based on rigorous testing.

"eGain has always recognized the central role of knowledge in providing efficient and effective customer service," said Ashu Roy, Chairman and CEO of eGain, in the Wednesday statement.

"This verification from the Consortium for Service Innovation shows that we are not only aligned with an emerging industry standard for knowledge management, but also dedicated to offering the best solutions to our customers."

Knowledge is one of the most valuable tools a company can have, giving it the power to drive customer service, speed time-to-market on products and services and achieve the ultimate in customer experiences. This recognition for eGain not only nods to the company’s efforts in KM, it also demonstrates the company’s leadership in this area.