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Trend-Setting Products of 2014: eGain: KnowledgeAgent™

eGain KnowledgeAgent™, the top-rated knowledge management software, guarantees high-quality customer engagement by infusing contact center agents with knowledge, making all agents as effective as your best agents. It lets you provide intranet or extranet access to a common knowledge base, enabling agents to provide distinctive, productive, and brand-aligned experiences in every interaction.

Powered by the patented eGain Multisearch™ knowledge access technology, eGain KnowledgeAgent brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities, and flexible look and feel—all behind a single search box—for distinctive, on-target customer service.

It offers:

  • Keyword and intent-based search
  • Natural language search
  • Topic tree browsing
  • Guided help, powered by patented Case-Based Reasoning (CBR)
  • Content federation: Federated search across web site, contact center, enterprise, community and social content
  • All access methods behind a single search box

eGain Multisearch ensures that searches are always on target:

  • Relevance-ranked presentation of search results
  • Keyword matching to metadata for concept or intent-based search, rather than plain keyword search
  • Best practice guided help for process-centric searches, optimized for contact center agents and customer experience
  • Ability to hop across search methods to find the answer

The only solution proven in the cloud or on-site for over a decade, eGain KnowledgeAgent is an integral part of the eGain customer engagement hub (CEH) suite, enabling seamless integration between mobile, social, web customer experience, and contact center products in the suite.

1252 Borregas Ave
Sunnyvale, CA 94089

1-800-821-4358 (USA)
+44 (0) 1753 464646 (International)

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