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Knowledge management
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eGain KnowledgeAgent™ guarantees
high-quality customer service by infusing
your customer service agents with knowledge,
making them as productive and educated as
your best agents. It ensures fast, consistent
and accurate answers to increase customer
satisfaction by providing agents and other
users a range of ways to get to information
in the common knowledge base. |
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Use a proven contact center solution,
implemented by 300 leading enterprises
In an environment where customer retention
is a key business imperative, companies
should look for proven solutions when
it comes to implementing knowledge
management in their contact centers.
eGain has delivered innovative knowledge-powered
customer service solutions to enterprises
for well over a decade. eGain was
the first company to provide a guided
knowledge solution. eGain KnowledgeAgent
benefits from all the best practices
we have learned in the course of successful
knowledge management implementations
in over 300 enterprises across the
globe.
Support agents of all levels with
multiple access modes and roles
eGain KnowledgeAgent enables both
novice and expert agents to find the
answers they need, easily and efficiently.
Based on the agent's role (Level 1,
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Related
products |
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These
knowledge management capabilities
are also available for multichannel
self-service through the Web and
IVR: |
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eGain
SelfService |
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eGain
IVR |
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Level 2, etcetera.), the agent can view appropriate
levels of information and use different access
methods. For example, a novice agent could
be forced to go through an interactive Q&A
session with the application through a guided-help
interface to resolve a customer issue. An
expert, on the other hand, would use browse-and-search
access mode to complement the guided help
interface to be more efficient. Equally important,
the business administrator can set up roles
for agents that determine their ability to
create and document new knowledge into the
system.
Drive call set up and wrap up efficiencies
by integrating with call tracking systems
To improve call set up and wrap up processes,
eGain KnowledgeAgent includes out-of-the-box
integration with leading call tracking applications.
During call set up, IVR data can be captured
to pre-populate questions so that the agent
can get a running start on the issue-resolution
process. After the call, the resolution transcript
from the eGain KnowledgeAgent application
can be automatically saved in the call tracking
system along with the service request, speeding
the wrap up, and ensuring high-quality data
for reporting and feedback.
Offer high quality content; maintain it
at low cost
Successful knowledge management requires quality
content. While this is self-evident, it is
often overlooked by companies in the rush
to drive down costs of content creation and
management. The result is poor-quality knowledge-stale,
irrelevant, or worse yet incorrect, ultimately
resulting in customer dissatisfaction and
poor agent adoption. Learning from our experience
with enterprise customers, eGain KnowledgeAgent
is based on a unique collaborative knowledge
management framework that allows distributed
content creation and editorial workflow that
enables cost-effective management of quality
content. Any user, based on roles set by the
business, can easily suggest content into
the application. This content is routed through
efficient workflow to ensure consistency and
quality, as appropriate. Using self-organizing
techniques, eGain KnowledgeAgent offers relevant
answers to customer requests based on dynamic
relevance ranking and user feedback.
Enable knowledge reuse across the enterprise
without expensive duplication
eGain KnowledgeAgent allows you to leverage
existing content across your enterprise through
eGain Content
Adapter™, a powerful integration
tool that makes information from diverse sources
such as Lotus Notes™ and Microsoft Sharepoint™
available, in a consistent format, to all
your users along with the knowledge maintained
within the eGain knowledge framework. The
adapter supports access to over 100 file formats
so that existing enterprise data can be widely
leveraged in resolving customer issues. External
content, or parts of it, can also be easily
suggested as new content for the knowledge
base. This tight integration further lowers
the cost of maintaining the knowledge base.
Optimize contact center costs with powerful
reporting and management tools
eGain KnowledgeAgent provides extensive reporting
and management tools to measure agent effectiveness
and guide knowledge improvement. The application
reports in eGain
Reports™ enable you to incrementally
enhance your knowledge base based on agent
feedback. Reports created from wrap-up data
help you manage and plan your contact center
workforce training and staffing requirement.
Finally, knowledge creation and maintenance
reports allow you to easily set content contribution
goals and usage-based incentives for employees
and subject matter experts. There reports
have drilldown capabilities and can be exported
for further analysis and presentation.
Support global deployments with a multi-lingual,
scalable solution
eGain KnowledgeAgent can handle multi-lingual
content, and supports localized interfaces
in multiple languages. Also, the application
scales to handle several thousand concurrent
agents in a distributed configuration.
Reliable, available, and scalable architecture
eGain KnowledgeAgent benefits extensively
from the 100% J2EE compliant architecture
of eGain
CIH Platform™, which is designed
to scale horizontally through distributed
service configurations that can be run across
multiple servers. To ensure reliability and
availability, a service monitoring and management
module flags system malfunction and provides
automatic recovery.
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