eGain Knowledge Hub™ for Microsoft Teams
inden eGain Corporation
Transform employee productivity and experience with eGain Knowledge Hub™ for Microsoft Teams
Pre-integrated with Microsoft Teams, eGain Knowledge Hub™ for Microsoft Teams proactively delivers trusted answers and personalized guidance to all employees to support customer service operations. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.
Key features
Pre-integrated
with Teams
eGain's pre-built connector to Teams enables subject matter experts and back-office employees
to collaborate with frontline agents to help them deliver answers to customer
queries and resolve their issues from within Teams.
Gen AI-assisted content management
Effective knowledge management starts with quality content. The Knowledge Hub makes content creation and curation a snap with AssistGPT generative AI capability, an easy-to-use authoring console, and flexible editorial workflows that ensure consistency, quality, and speed. Extensive reporting and management features enable continuous improvement of knowledge content and AI guidance.
Personalized knowledge
Tenured agents are more knowledgeable than novice agents. Accordingly, they need less step-by-step guidance. eGain Knowledge Hub personalizes content and guidance that is tailored to the interaction context, agent’s role and experience level, region and language. Multiskilled agents can have multiple profiles and easily switch between them. Relevant, trusted knowledge can also be exposed to end-customers for self-service.
Virtual Assistance for agents
Virtual Assistant for Agents continuously monitors
customer conversations to provide contextual proactive AI knowledge guidance to
solve issues consistently. Bot Mode, where an agent hands over the conversation
to the virtual assistant, enables the agent to automate the process legs of a
conversation.
Easy knowledge access: instant
answers, guided, federated, and faceted search
Powered by ML, generative and conversational AI, trusted
content, and analytics, the solution offers multiple ways to quickly find
answers to customer queries, including instant answers, powered by Generative
AI, guided search, federated search through pre-built connectors, and faceted
search, and conversational AI guidance for problem resolution and product
advice.
Multilingual scalable platform
Authors can create, curate, and manage rich multilingual
content. The Knowledge Hub supports localized interfaces in multiple languages
and scales to handle several thousand concurrent agents in a distributed
configuration.
Embedded best practices
The solution benefits
from all the best practices developed during successful knowledge management
implementations for more than 300 leading enterprises across the globe. It has
helped hundreds of companies save millions of dollars while cultivating increasingly
happy customers.
Key benefits
Cut agent training time by up to 50%.
Boost FCR up to 37%, NPS up to 30 points
84% of agents hate their desktop tools (Gartner) and 65%
of agents say finding answers to customer queries is their biggest issue
(eGain-SurveyMonkey). eGain Knowledge Hub guides agents to fast, accurate
answers and through process steps, boosting CX, AX (agent experience), and
operational metrics.
Deflect agent-assisted service
requests by up to 60%
eGain Knowledge Hub helps deliver hyper-relevant
self-service across omnichannel touchpoints. Consumers on the IVR and those
requesting assisted service through digital channels can be sent a link to
hyper-relevant self-service, resulting in up to 60% deflection of requests for
agent-assisted service.