eGain in KMWorld 100 for 12th Year in a Row—Recognized for AI Innovation
March 13 2018 - 6:30AM
eGain (NASDAQ:EGAN), the leading provider of cloud-based customer
engagement solutions, today announced that it has been named to the
KMWorld 2018 list of 100 Companies That Matter in Knowledge
Management. This is eGain’s twelfth consecutive year of being
included in this prestigious list. Published in KMWorld’s March
2018 edition, the list has been compiled by editors, analysts,
experts, and users over the course of the year.
According to Sandra Haimila, Editor, KMWorld, “Knowledge
management now encompasses artificial intelligence, machine
learning and digital assistants.” She further said, “The companies
we have chosen for our 2018 list of 100 Companies That Matter in
Knowledge Management have proven their stuff in these emerging
domains as well. We are impressed and sometimes bowled over by what
they offer.”
Trusted by blue-chip organizations, eGain Knowledge+AI™ is a
unified, omnichannel knowledge management solution. Infused with AI
for search and process guidance, it also includes rich capabilities
in content management, personalization, and self-service, including
a virtual assistant with multilingual NLP (Natural Language
Processing). The solution also integrates with enterprise content
management systems such as Microsoft® SharePoint™, making it easy
to find the answer needle in the content haystack. The solution has
delivered transformational business value for over 20 years.
Real-world examples are:
- Telco — 23% improvement in FCR (First-Contact Resolution)
— 20% increase in NPS (Net Promoter Score) — 50% reduction in agent
time-to-competency — 38% reduction in “no fault” handset exchanges
and returns
- Banking and Financial Services — NPS improvement from #4 to #1
— 60% reduction in agent training time — 67% reduction in AHT
(Average Handle Time) — 30% improvement in compliance
- Branded Manufacturing and Retail — 33% increase in agent
productivity — $50M+ annual savings through unwarranted truck roll
(field service) reduction
More information
Agent knowledge and AI:
http://www.egain.com/products/knowledge-management-software/Self-service
and AI: http://www.egain.com/products/web-self-service/Virtual
Assistant:
http://www.egain.com/products/virtual-assistant-software/Zero-risk
consumption model: http://www.egain.com/try-buy/
About KMWorld
KMWorld (www.kmworld.com) is the leading publisher, conference
organizer, and information provider serving the knowledge
management, content management, and document management markets. It
informs more than 11,000 print subscribers about the components and
processes—and related success stories— that together offer
solutions for improving business performance.
KMWorld is a publishing unit of Information Today, Inc.
(www.infotoday.com)
About eGain
eGain customer engagement solutions power digital transformation
for leading brands. Our top-rated cloud applications for social,
mobile, web, and contact centers help clients deliver connected
customer journeys in an omnichannel world. To find out more about
eGain, visit http://www.egain.com.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain Corp. in
the United States and/or other countries. All other company names
and products mentioned in this release may be trademarks or
registered trademarks of the respective companies.
eGain media contacts Corporate Tim Cox ZingPR
on behalf of eGainTim@ZingPR.com Europe Jane Stewart Phone:
+44 (0)1635 800087, Ext. 5118 Email: press@egain.com
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