eGain Knowledge Hub Receives ServiceNow Certification


Digital certification tick

56
Filed under - Contact Centre News,

eGain has announced that the integration of eGain Knowledge Hub, its solution for modern knowledge management, with ServiceNow, has received ServiceNow Built On Now certification.

The highest technical designation and certification for a ServiceNow Technology Partners application, a Built on Now application is natively built on the ServiceNow Platform. These applications are enterprise-built and are designed and tested for fast, agile, resilient, secure, human, connected digital transformation.

According to Gartner, a whopping 84% of contact centre agents do not find tools helpful in handling customer issues and only 12% say tools simplify their day-to-day work.

Available on the ServiceNow Store, eGain Knowledge Hub for ServiceNow empowers agents of all experience levels to solve omnichannel queries with personalized answers powered by conversational AI guidance served inside the ServiceNow Agent Workspace, slashing training needs and ensuring compliance.

The hub federates knowledge from multiple sources and guides agents using AI reasoning based on the context, agent experience level, and the interaction channel. Embedded machine learning enables intent inference and rich analytics provide actionable insights to optimize knowledge adoption, response relevance, and operational performance.

“Proactive, guided knowledge turns all service agents into super agents. It is no wonder that Knowledge Management is Gartner’s #1 technology recommendation for customer service leaders in 2022,” said Ashu Roy, eGain CEO. “We are excited about offering our top-rated knowledge solution in the ServiceNow ecosystem.”

To find out more about eGain, visit their website.

Published On: 3rd Feb 2022 - Last modified: 8th Feb 2022
Read more about - Contact Centre News,


Recommended Articles

A picture of the computer as book knowledge base concept
What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid
A collection of educational materials
An Introduction to Call Centre Knowledge Base Software
Business certification: knowing your ISOs from your Six Sigmas
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.