The integrated solution of eGain Knowledge and Siebel CRM enables effective, efficient and consistent customer service across the contact center and web self-service, powered by consistent multichannel knowledge. The joint solution improves customer retention, sales and contact center productivity by improving metrics such as Average Handle Time (AHT), Total Handle Time (THT), First-Contact Resolution (FCR) and sales conversion by bootstrapping frontline interactions with customer context, arming agents with relevant knowledge at the point of interaction to resolve customer queries and cross-sell/upsell, and automating call wrap-up and follow-on service fulfillment through a two-way integration.
eGain KnowledgeAgent enables high-quality customer service by infusing contact center agents with knowledge, making them as productive and educated as the 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 knowledge base.
eGain SelfService enables customers to get web based self service through a broad range of access methods to a knowledge base.
Joint customers of Oracle and eGain have requested a tightly integrated solution between Siebel CRM and eGain Knowledge Management. Customers can obtain this integration package either directly from eGain or through partners.
Context from the Siebel Service Request is passed from Siebel CRM to eGain Knowledge via a URL request. This URL request triggers a Knowledge Search session within eGain. The search results are passed back to Siebel.
- Rated #1 by analysts in Contact Center Knowledge Management. - Proven on-demand or on-site - Breadth and depth of solution including authoring, multiple access methods and integration with enterprise Content Management and CRM systems.
|Oracle Products||Business Process Management|
|Company Size Solution is Targeting||> 1000|
|Open Source Solutions||No|
EGAIN COMMUNICATIONS CORPORATION
eGain provides eService and knowledge management software for on-premise and on-demand deployment. eGain's solutions help improve eService and phone agent productivity in the contact center, improve customer service experience and reduce service costs.