Overview
Product Information on eGain AI Knowledge Hub
What is eGain AI Knowledge Hub?
eGain AI Knowledge Hub Pricing
Overall experience with eGain AI Knowledge Hub
“eGain Transformed Our Knowledge Management, Driving Better Service and Efficiency”
“Great product - Service and Support is Finally Improving.”
About Company
Company Description
eGain is a provider of cloud-based software for customer engagement. With an operating presence spanning North America, EMEA and APAC, eGain's solutions aim to enhance customer experience and optimize service processes while supporting sales across web, social, and phone channels. For over a decade, the company's software has been utilized to consolidate fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs). The company headquarters are located in Sunnyvale, California.
Company Details
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Performance of eGain AI Knowledge Hub Across Market Features
eGain AI Knowledge Hub Likes & Dislikes
Managing knowledge in eGain is easy. The AI- driven recommendations and analytics give us insights into what's being used and what needs improvement. It has helped us enhance service quality while maintaining cost efficiency.
Consultant on site for initial installation and implementation was very helpful. Search function Global Synonyms Guided Helps
Commitment to finding solutions, and the ability to think outside the box. They work hard at keeping offerings current and really listen to what and how their users leverage their systems to help deliver an exceptional outcome. The knowledge management system serves as the central control system to all of the other products, and it is impressive to see how many types of technology can be used to impact a companies ROI, and metrics.
It is a robust tool with a learning curve to fine-tune to fully leverage capabilities. While we all want everything to be easy, the work put into putting good content in pays off 10-fold.
While the initial consultant on site was very helpful, we've since learned he may not have known as much as we expected and how some things were set up has caused us some difficulty. Authoring Console - lots of quirks (for example: some dropdowns you click on, some you hover over) Documentation does a great job of describing features but lacks the big picture of how things relate to one another. For the first three years we had several Customer Success Managers, none of which were proactive or terribly helpful in guiding us to fully utilize the product. We finally have someone who is extremely helpful and responsive to our questions and issues.
Because technology is being updated so quickly by eGain, it can be hard to know what the ripple impact is on all of our knowledge standards. I think mini training sessions or QA's offered after releases would be amazing! Also help their users connect to what we are all using from their product lines.
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eGain AI Knowledge Hub Reviews and Ratings
- AVP, Internal Support1B-10B USDBankingReview Source
eGain Transformed Our Knowledge Management, Driving Better Service and Efficiency
Our experience with eGain has been very positive. The platform enabled us to centralize knowledge for our entire organization, significantly improving internal support and member service. The implementation process was smooth, and their team was highly responsive. Post-launch, we saw immediate gains in answer effectiveness and employee adoption, which speaks to how intuitive and helpful the system is. We chose eGain to address knowledge fragmentation and inconsistencies in support across departments. What worked well was the ease of creating, maintaining, and accessing knowledge articles. eGain's AL-powered search and guided help tools empowered our team to find accurate answers quickly, reducing support escalations. Most importantly, the platform continues to evolve with our needs. - Design Manager1B-10B USDInsurance (except health)Review Source
Knowledge Management Journey Road to Knowledge Maturity
eGain has an extremely knowledgeable team, and they work hard at understanding business use cases to help align what their product can do with the needs of the organization. Truly, the partnership, commitment AND the options they have within their product offerings are unparallel! - Director of Operations10B+ USDHealthcare and BiotechReview Source
Ease Of Creating New Content Areas Highlights eGain's Strengths In Knowledge Management
Our overall experience with eGain has been very positive. The platform is stable, feature-rich, and has consistently met our business needs for customer engagement and knowledge management. eGain's core capabilities are strong and the solution performs well at scale. The vendor team is very responsive, knowledgeable, and a good partner. - Chargé De Relations Adhérents50M-1B USDInsurance (except health)Review Source
A good tool for handling customer relationships and engagement.
We use the software as a tool for customer engagement. The productprovides us with a platform for a strong consultation partnership. It has amazing features such as eGain ClickTocall and eGain Call Track for call tracking and real-time analysis of customer engagements. - PROJECT MANAGER/PROGRAM ANALYSTGov't/PS/EdGovernmentReview Source
eGain Managed Services Team Provides Exceptional Support for End Users
Knowledge Management tool is user friendly and easy to maintain. The tool gets over 1M hits every month by more than 50K end users.