2023 KM PROMISE AWARD WINNER: eGain

Many companies contend that their technology is the best knowledge management solution. One of the greatest challenges for organizations perusing these technologies is determining which of these companies will deliver on this promise.

The KMWorld Promise Award is given to the organization that is providing innovative technology solutions for customers by implementing and integrating knowledge management practices into their business processes. The award-winning organization demonstrates how it goes beyond simply delivering technology to working with clients to ensure that both the technology and knowledge processes are embedded into the work processes. In other words, it helps organizations realize positive business results.

During the KMWorld 2023 conference, on Thursday November 9, eGain was announced as the winner of the 2023 KM Promise Award.

eGain’s mission is to help enterprises transform CX and EX (Employee Experience), while delivering quick business value with its knowledge and AI-powered customer engagement SaaS solution.

eGain’s Technology

The eGain Knowledge Hub helps automate customer service and improve all stakeholder experiences—the customer, the contact center agent, the authors, employees, and business managers—by making self-service smarter and augmenting frontline employees. It delivers accurate answers and personalized conversational and process guidance in the flow of agents’ work. Also, part of the Knowledge Hub is eGain AssistGPT, a new generative AI tool that helps employees become more effective and efficient. An end-to-end knowledge management solution with rich capabilities out of the box, the eGain Knowledge Hub delivers quick business value.

Challenges

In the fast-paced landscape of a large multinational organization, the quest to elevate knowledge management (KM) from a mere function to a strategic capability became imperative. With thousands of employees spanning diverse divisions, including sales, customer service, and account management services, the organization aimed to not only enhance customer outcomes but also revolutionize the learning journeys of its workforce. The journey began with a recognition of significant challenges plaguing the existing knowledge ecosystem. The organization grappled with multiple content repositories leading to knowledge siloes, subpar findability and search experiences, inadequate knowledge access in the flow of work, content compliance issues, and concerns about the robustness and scalability of systems catering to thousands of users across the organization.

Strategy

In response to these challenges, the organization strategically partnered with eGain, identifying it as the strategic technology partner for their transformative journey. Embracing eGain's visionary approach, the organization initiated the collaboration through the groundbreaking "Knowledge Innovation in 30 Days" pilot. This risk-free initiative allowed them to explore the solution with the guidance of eGain experts, setting the stage for a paradigm shift in their knowledge management landscape.

With eGain as the chosen technology partner, the organization deployed the eGain Knowledge Hub, tailoring it to the unique information needs of one division first. Collaborating closely with eGain's knowledge domain experts, a bespoke approach was crafted to efficiently manage and share content while ensuring compliance with regulatory policies. The impact was swift and profound—the new KM platform empowered users to find information faster and easier, surpassing the limitations of their previous systems.

Encouraged by the success witnessed in the initial phase, the program rapidly expanded to another division. Leveraging insights from pioneering users, the KM platform seamlessly integrated into the organization's fabric, creating a unified knowledge system via eGain. This consolidation resulted in operational efficiencies, translating into multimillion-dollar savings through reduced handle times and enhanced process adherence accuracy. As the KM platform became the linchpin of their daily operations, user satisfaction soared, and adoption rates skyrocketed. The improved user experience not only streamlined day-to-day responsibilities but also solidified the platform's status as an indispensable tool for the workforce.

In rewriting the narrative of their knowledge management journey, this multinational organization, in collaboration with eGain, not only addressed inherent challenges but redefined their approach to information management. The success story echoes not only in dollars saved but in the tangible transformation of user experience and operational efficiency.

Promise

Delivers transformational value at scale

 eGain’s clients have transformed—not just improved—operational metrics at scale with the eGain Knowledge Hub:

• A leading telco improved Net Promoter Score by 30 points, while improving First-Contact Resolution by 37% and slashing training time by 50% across 13,000 agents in the contact center and associates in more than 600 retail stores.
• A leading health insurance provider sustained customer service quality and cut agent training time by 33% even when their entire contact center had to go remote when COVID hit. 
• A mammoth federal agency deflected up to 70% of calls, boosted taxpayer service by 400%, and reduced case handling time by 25%.
• A leading BPO services more than 3000 Fortune 500 clients with multi-thousand agent contact center, with each agent being able to serve thousands of employees in 15 companies.
• Hypergrowth SaaS company in the U.S. improved agent confidence by 60%, answer consistency by 62%, and speed to answer by 67%.

 One of eGain’s clients, BT Consumer, was awarded the KM Reality Award in 2021 for their enterprise-wide knowledge implementation.