eGain has announced several enterprise wins, bringing onboard “one of the largest” global airlines.
The vendor touted these deals during its quarterly earnings and has since shared more information as to why three of its biggest new customers chose eGain.
According to Ashu Roy, CEO of eGain, these enterprises are typically “struggling with content silos and fragmented knowledge,” which makes it harder to ensure that AI systems provide correct and consistent answers.
Naturally, if trustworthy information is hard for human and AI agents to acquire in contact centers, then this may cause slower response times and unnecessary frustration for customers and reps. The CEO continued:
“Having a single source of truth in a knowledge central hub across the business is becoming critical.”
Consequently, this is creating a trend of businesses sourcing solutions for knowledge centralization.
Such knowledge centralization is critical for many generative AI (GenAI) use cases contact centers are experimenting with.
For instance, over half of contact centers already use generative AI (GenAI) to draft customer responses that human reps can review, edit, and send.
The Big Wins
First, eGain signed a megadeal with an interactive entertainment company with around 800 million international player accounts.
The company wanted a knowledge base for its players but struggled with the existing platform, as “it did not provide the necessary APIs and functionality to implement [their] vision.”
eGain offered the company its “innovation in a 30-day pilot” program to experience the platform’s capabilities, which helped push the deal over the line.
Another deal was with a global money transfer company with 150 million customers from across 200 countries.
This company tried to implement a customer knowledge platform twice before turning to eGain.
Finally, there’s the deal eGain secured with a prominent US airline company that is “one of the largest” in the world.
With contact center locations spanning the globe, the airline wanted to modernize and streamline its customer service operations.
