Sunnyvale, CA (February 03, 2022): eGain Corporation (NASDAQ: EGAN), a leading cloud platform provider for customer engagement automation, today announced that the integration of eGain Knowledge Hub™, its award-winning 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 center 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.”
More information
- eGain Knowledge Hub listing in the ServiceNow Store: https://bit.ly/3fIlSgt
- eGain Knowledge Hub for ServiceNow: https://www.egain.com/egain-for-servicenow/
- eGain Knowledge Hub: https://www.egain.com/products/knowledge-management-software/
- eGain Suite: https://www.egain.com/products
- eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/
About eGain
Our knowledge-powered customer engagement software automates digital-first, omnichannel experiences for global brands. Infused with AI and analytics, eGain’s top-rated cloud platform enables effortless customer journeys with virtual assistance, customer self-service, and modern agent tools. To learn more, visit www.eGain.com.
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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.
ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.
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eGain media contact
Michael Messner
Email: press@egain.com
Phone: 408-636-4514
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.
