eGain collaborates with Talkdesk to evolve customer service with AI-infused knowledge management

eGain Corporation, provider of a leading knowledge platform for customer engagement, is partnering with Talkdesk, Inc., a global cloud contact center for enterprises of all sizes, to help businesses modernize customer service with the power of AI-infused knowledge management.

“Studies consistently show that an improved customer experience increases customer loyalty and brand trust. Together, Talkdesk and eGain are committed to helping businesses realize this potential during every customer interaction,” said William Welch, president and COO at Talkdesk. “Organizations are increasingly recognizing this and evolving their contact centers to improve outcomes and fuel business growth.”

Through this collaboration, mutual clients will have access to the full Talkdesk cloud contact center platform and eGain’s suite for knowledge-powered digital engagement.

Additionally, the partnership will bring a new offering to market, the Talkdesk-eGain Connector, which is listed on both companies’ marketplaces—Talkdesk AppConnect and eGain Marketplace.

The connector includes two integrations that embed eGain’s knowledge and digital capabilities in the Talkdesk Agent Workspace. 

According to the companies, the knowledge integration delivers personalized answers and AI-powered conversational guidance to agents, based on context passed from Talkdesk as well as other criteria such as the agent experience level.

Further, digital integration enables agents to co-browse web content and collaborate securely with the customer, while simultaneously talking to them on the phone.

“Per Gartner, knowledge management is the #1 technology to elevate stakeholder experiences and operating performance in a digital world,” said Ashu Roy, eGain CEO. “Our integrated solution will help businesses move the needle on customer experience.”

For more information about this news, visit www.egain.com or www.talkdesk.com.