eGain has today announced its solution for knowledge management—eGain Knowledge Hub — is now available on SAP Store.
eGain Knowledge Hub integrates with SAP Service Cloud and can be embedded in the agent desktop for easy, contextual access at the point of customer interaction.
Ashu Roy, eGain CEO, said: “Our customers’ contact centre teams are really excited about the agent experience impact of this rich integration.
“We look forward to now delivering this solution to customers via SAP Store.”
eGain Knowledge Hub enables agents to resolve a wide range of customer queries by pushing fast, accurate answers and personalised, conversational guidance via the agent desktop within SAP Service Cloud, reducing training needs and boosting compliance.
The hub federates knowledge from multiple sources and guides agents through the customer conversation based on the context, agent experience level, and the interaction channel. Comprehensive analytics and machine learning provide actionable insights to optimise knowledge adoption, relevance and performance.