eGain’s Knowledge Solution Deployed by Leading Financial Services Company

Destiny A. Lopez  |

Customer service and client engagement are a crucial part of business. Providing customer service professionals will essential job tools will not only allow the department to run efficiently; it allows customer service professionals the ability to consistently and quickly address client concerns. eGain (EGAN), a software solutions company, is one organization that is setting the standard for cloud-based customer engagement tools.

Based in Sunnyvale, California, eGain offers eGain Knowledge™, an award-winning solution for guided knowledge empowers all agents to handle all calls and reduces customer self-service effort with easy, guided experiences.

The company also offers a full software suite, which, among others, includes:

  • eGain Mobile, which enabled engagement options to mobile users through phone and tablet apps.
  • eGain Social, which monitor social networks.
  • eGain Community, which creates and manages online communities.

A milestone achievement, eGain recently announced that a leading U.S. provider of diversified financial and insurance products is now utilizinge eGain Knowledge™ in an effort to make their contact center agents effective and efficient in providing exceptional customer service to their 1.7 million customers. “As routine queries get automated, contact center agents have to proactively advise, not just respond,” said Ashu Roy, CEO of eGain. “Our knowledge solution has a track record of guiding service reps to best answers in the face of product proliferation, while eliminating the need for ongoing training.”

Furthermore, last month, the company was named to the 2016 KMWorld list of “100 Companies That Matter in Knowledge Management” for the 10th time. With 30,000 subscribers, KMWorld is the leading information provider serving the Knowledge Management systems market. This list, according to Sandra Haimila, editor of KMWorld, represents “the best in innovation, creativity and functionality. The companies offer solutions designed to help users and customers find what they need whenever and wherever they need it.”

When it comes to creating and maintaining customer loyalty, it all begins with stellar customer service. With so many channels where customers are able to engage companies and organizations, eGain’s landmark achievement in securing this major contract furthers the need for intelligent and secure job and task-based software solutions.

DISCLOSURE: The views and opinions expressed in this article are those of the authors, and do not necessarily represent the views of Readers should not consider statements made by the author as formal recommendations and should consult their financial advisor before making any investment decisions. To read our full disclosure, please go to:


Symbol Last Price Change % Change