KM for customers

eGain has unveiled eGain Knowledge 5.3, an enhanced version of its KM software that enables companies to dramatically improve the effectiveness of their customer service operations. Designed to make customer service agents informed and efficient in resolving service inquiries, eGain Knowledge also enables companies to establish high-impact Web self-service sites, the company says.

The new version includes what it says are pragmatic features for supporting enterprise knowledge deployments that are used by thousands of customer service agents and hundreds of thousands of customers via Web self-service. eGain explains the software's key new features include community authoring with a flexible review and publishing process, security options to meet the requirements of top global banks, new links to unstructured data found in enterprise databases and support for 16 languages.

eGain claims the new offering can deliver first-call resolution rates of up to 95%, speed call-wrap-up times by up to 50% and reduce escalations to second-level support by 30%. Since eGain Knowledge supports both novice and expert users from a single knowledgebase, it enables companies to publish user-appropriate information to a Web self-service site, deflecting common inquiries to a fast-and low-cost channel.