Revolutionize Telco Customer Service with eGain Virtual Assistant for Agents

eGain Virtual Assistant for Agents

Revolutionize Telco Customer Service with eGain Virtual Assistant for Agents

The Need for Modern Knowledge Management in Telco

In the telecom industry, customer experience (CX) is crucial for digitalization success. However, organizations face challenges due to disparate knowledge silos that hinder seamless customer service. Gartner has identified Knowledge Management (KM) as the top technology to enhance CX, employee experience (EX), and operational performance. Legacy KM systems have fallen short, highlighting the necessity for a modernized approach like the eGain Knowledge Hub to revolutionize how knowledge is managed.

Features of eGain Knowledge Hub

eGain Knowledge Hub integrates crucial KM technology components such as content management, profiled access, intent inference, search methods, conversational guidance, process guidance, analytics, personalization, and system connectors. Powered by AI, ML, and analytics, this unified solution addresses the shortcomings of traditional KM systems and provides a comprehensive platform for effective knowledge management.

Why Choose eGain for Telco Knowledge Management

eGain boasts a proven track record of success with leading Communications Service Providers (CSPs) by offering a top-rated SaaS solution for knowledge-powered customer engagement automation. The platform includes omnichannel hubs for knowledge, conversations, and analytics, all enhanced by cutting-edge AI and ML capabilities. Moreover, eGain prioritizes security and compliance, adhering to industry standards like PCI, NIST SP 800-53, HIPAA, and FedRAMP.

Value Proposition of eGain

With over two decades of KM experience and domain expertise, eGain delivers rich functionality out-of-the-box, eliminating the need for lengthy development projects. The platform promotes ease of innovation through risk-free production pilots, allowing organizations to experience the solution firsthand without any financial obligations. Telco leaders worldwide trust eGain for its ability to drive customer value metrics, increase first-contact resolution (FCR) rates, and enhance overall operational efficiency.

Success Stories with eGain in the Telco Industry

Notable telecom companies, such as a US giant and the UK's largest mobile operator, have achieved significant improvements in customer metrics and operational efficiency with eGain. These success stories showcase how eGain's knowledge base consistency, multilingual support, and agent empowerment have led to tangible benefits like cost savings, higher NPS scores, and reduced handling times. By enabling agents to tackle complex queries efficiently, eGain has become a trusted partner for telcos looking to elevate their customer service.

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