Leading International Airline Selects eGain Knowledge Hub™ to Elevate Customer Service
eGain Corporation (NASDAQ: EGAN), the leading knowledge management
platform for customer engagement automation, today announced that a
leading international airline has selected the eGain Knowledge Hub™
to unify knowledge silos and take customer service to new heights.
A sprawling international airline with multiple business units,
the airline has contact centers and customer service agents in
cities around the world. The company had built up knowledge silos
over time, making it difficult to provide a single source of truth
for customer service agents. Familiar with the concept of hubs,
being in the airline industry, the company wanted to implement one
for knowledge to consolidate information and process knowhow in a
single platform for use across customer touchpoints, countries,
languages, and business units.
The airline took advantage of eGain’s unique, risk-free
pilot—Innovation in 30 Days™—to get team members to experience
eGain’s knowledge hub solution free of charge. The trial included
hands-on guidance for success, based on process and program best
practices from eGain experts, in partnership with Deloitte’s
Knowledge Management practice.
A positive experience from the pilot, together with rich
functionality, domain expertise, and pre-built integration with
Genesys® and Microsoft SharePoint™ led to eGain’s selection as the
solution of choice. eGain will also provide implementation
services, partnering with Deloitte.
To begin with, eGain Knowledge will be deployed to customer
service agents at five hubs and eight satellite sites across
touchpoints to handle queries across a wide range of topics such as
Covid-related requirements, ticketing, baggage policies, and
special services. The company plans to extend the same knowledge to
digital self-service in the next phase.
“Knowledge silos create chaos and degrade the customer and agent
experience,” said Ashu Roy, eGain CEO. “Our solution helps
harmonize fast-changing knowledge with a unique hub approach.”
About eGainInfused with AI, our
knowledge-powered software automates digital-first experiences for
enterprises and government agencies. Pre-connected with leading CRM
and contact center systems, the eGain platform delivers quick value
and easy innovation with virtual assistance, customer self-service,
and modern agent desktop tools.
Visit www.eGain.com for more info.
Gain, 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.
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