eGain Knowledge(TM) Certified With SAP CRM Interaction Center(TM)
SUNNYVALE, CA -- (Marketwired) -- 01/16/14 -- eGain (NASDAQ: EGAN),
the leading provider of cloud-based customer engagement solutions,
today announced that SAP has certified the integration of eGain
Knowledge with SAP CRM Interaction Center. The solution will enable
businesses to harness the combined power of SAP CRM and eGain's
top-rated knowledge management capabilities to provide smart,
accurate, and consistent customer service.
"Customer service managers agree that the right knowledge delivered
to the customer or agent at the right time in the service resolution
process is critical to a successful interaction. When done correctly,
deeper knowledge can be used to personalize an interaction, increase
customer satisfaction, reduce call handle time, and make operations
more efficient," write Kate Leggett and Art Schoeller in "Forrester
TechRadar(TM) For AD&D Pros: Contact Center Solutions For Customer
Service, Q2 2013" (April 17, 2013).
Certified by the SAP Integration and Certification Center (SAP ICC),
the integration of eGain 11 Knowledge with SAP CRM Interaction Center
7.0 EHP 1 allows contact center agents to search the eGain Knowledge
Base from the SAP CRM agent console and get accurate answers with a
simple click of a button. Agents can find answers through multiple
search methods, including FAQs, natural language and keyword search,
topic trees, federated search, and guided help powered by eGain's
patented Case-Based Reasoning (CBR) technology.
"The synergy between CRM and knowledge management can transform
customer engagement," said Ashu Roy, eGain CEO. "This integration
enables businesses with SAP CRM to rapidly deploy and leverage eGain
Knowledge in their contact centers."
-- Video: Two Companies: An eGain Knowledge Cloud Tale
-- Video: eGain Knowledge and SAP CRM: How the Integration Works
-- Overview: eGain Knowledge
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 http://www.egain.com/products/
Headquartered in Sunnyvale, California, eGain has operating presence
in North America, EMEA, and APAC. To learn more about us, visit
www.eGain.com or call our offices: +1-800-821-4358 (US),
+44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
eGain, the eGain logo, and all other eGain product names and slogans
are trademarks or registered trademarks of eGain Corp. in the United
States and/or other countries. All other company names and products
mentioned in this release may be trademarks or registered trademarks
of the respective companies.
eGain media contacts
+44 (0)1291 626200
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