eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that it will showcase its award-winning knowledge management solution at Microsoft Dynamics Convergence 2014 (booth #342).
Sunnyvale, CA, March 5, 2014 - (PressReleasePoint) - eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that it will showcase its award-winning knowledge management solution at Microsoft Dynamics Convergence 2014 (booth #342). The event is scheduled to be held at the Georgia World Congress Center in Atlanta, Georgia on March 4-7, 2014.
“Good or bad customer service experiences are measured in terms of customer satisfaction, loyalty and advocacy. Scoring well may mean providing relevant answers to questions, via such channels as intuitive websites, embedded monitors in products, sentiment analysis, engaging and contextual content, support within Web-based communities, and fast, convenient and accurate service, all supported by a deep, rich, underlying knowledgebase solution,” writes Michael Maoz, VP and Distinguished Analyst for Gartner in the report titled, “Hype Cycle for CRM Customer Service and Support, July 23, 2013.”
Consistently recognized by premier industry analysts for over a decade, eGain Knowledge is trusted by enterprise clients around the world to deliver guided customer experiences across web, social, contact center and mobile touchpoints. The solution adds value to Microsoft CRM Dynamics and Microsoft Sharepoint as follows:
Integrated out of the box with Microsoft CRM Dynamics, eGain Knowledge enables agents using the Dynamics console to simply click on a “solve” button to find answers. This, in turn, delivers federated search results from multiple content sources that might reside in the contact center, enterprise, online communities and social networks.
eGain Knowledge enhances findability of answers stored in content management systems such as Microsoft Sharepoint through out-of-the-box connectors.
Agents are able to quickly navigate to answers through multiple search methods: FAQ, natural language search, intent-driven search, faceted navigation, and guided help powered by eGain’s patented Case-Based Reasoning (CBR) engine.
“Knowledge is power when it comes to customer engagement,” said Ashu Roy, eGain CEO. “eGain Knowledge complements systems of record like CRM, enabling delightful guided customer journeys across touchpoints.”
eGain’s customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel world. To find out more about eGain software, visit ou website.
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