eGain Knowledge Hub Optimizes Knowledge Adoption for the SAP Service Cloud

eGain Corporation, a leading cloud platform provider for customer engagement automation, is offering its solution for knowledge management—eGain Knowledge Hub—on the 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, according to the vendor.

Powered by AI, analytics, content management, and 360-degree context, eGain Knowledge Hub enables agents to resolve a wide range of customer queries by pushing fast, accurate answers and personalized, 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 optimize knowledge adoption, relevance, and performance.

“Our customers’ contact center teams are really excited about the agent experience impact of this rich integration,” said Ashu Roy, eGain CEO. “We look forward to now delivering this solution to customers via SAP Store.”

eGain Corporation is a partner in the SAP PartnerEdge program. As such, it is empowered to build, market, and sell software applications that supplement and build on SAP software and technology.

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