eGain Partners with Altitude Software

eGain has announced that Altitude Software will embed eGain Artificial Intelligence and Knowledge Management into its Xperience Suite.

According to a survey conducted by Forrester Consulting, poor access to relevant knowledge among contact centre agents is the biggest driver of bad customer service.

Altitude Software, a provider of customer interaction solutions, will deliver deep, seamless integration with eGain AI and Knowledge to offer process guidance and personalised answers for agents on their omnichannel platform.

“Guiding customer interactions with AI and knowledge transforms agent experience and boosts operational productivity,” said Alfredo Redondo, CEO of Altitude Software.

“eGain best-in-class capabilities complement our modular platform to deliver easy-to-consume innovation.”

Ashu Roy, eGain CEO, added: “eGain’s deep AI and knowledge capability will be served in a contextual, personalised and seamless manner to empower agents on the Altitude platform,” 

“Altitude’s blue-chip clients will find this seamless solution very compelling.”

This news comes after eGain successfully launched their “AI Value in 30 Days” programme, with the premise of making it easier for contact centres to get going with AI.