eGain and Talkdesk Partnership Elevates Agent and Customer Experience

eGain and Talkdesk Partnership Elevates Agent and Customer Experience

The News: Talkdesk and eGain announced a partnership to integrate eGain’s knowledge and digital abilities with TalkDesk Agent Workspace. The new Talkdesk-eGain Connector is now listed on both companies’ marketplaces and promises to provide personalized answers and conversational guidance to agents, using AI capabilities. Agents will also be able to co-browse web content, along with the customer, while also talking with them on the phone. See the full Press Release on the eGain website.

eGain and Talkdesk Partnership Elevates Agent and Customer Experience

Analyst Take: eGain’s integration with cloud contact center provider Talkdesk is one of the many similar partnerships eGain already has in place. This partnership focuses on the integration of eGain’s knowledge and digital capabilities with TalkDesk Agent Workspace, resulting in time saving benefits and efficiencies for agents, as well as an improved customer experience.

eGain is a provider of knowledge-powered automation for customer engagement, offering solutions for collaboration and knowledge as well as AI and insights. This new integration with Talkdesk, known as the Talkdesk-eGain Connector, focuses on two capabilities:

Knowledge Connector. Using AI and ML, this capability delivers personalized answers and AI-driven conversational guidance to agents that can support more accurate answers. This is based on context that is passed from Talkdesk (such as IVR selections) as well as other criteria that could include factors such as agent experience level. For example, the knowledge presented to agents can be personalized based on role, region, tenure, etc. Customers can also access this knowledge base.

According to eGain, this type of knowledge access can cut agent training time by up to 50%, raise first call resolution by much as 37%, and net promoter score (NPS) by as much as 30 points.

Conversation Connector. This allows agents to co-browse web content with customers securely, while simultaneously talking to them on the phone or being on a web chat. It is a unique experience as it is not just screensharing or proxy-server based technologies, but as eGain states, agents are literally “on the same page” as customers and agents can fill out forms with customers or highlight certain areas for clarity.

Both these capabilities promise to deliver efficiency and time savings. Agents will not have to search through exhaustive troves of information to find what they need and they will not need to guess at what customers are seeing; they will be able to jump into the browsing session themselves. Customers have the opportunity to also access a knowledge base, potentially cutting down on calls as they find the answer themselves.

With customer experience, providing options to take care of customers “where they are,” meaning on the phone, website, chat, or just looking for information on their own are good and those that can remove barriers for agents provide double the benefit.

Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.

Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.

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Author Information

As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.

She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.

Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.


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