Investment Management Giant Selects eGain to Modernize Knowledge Management

Rhea-AI Summary

eGain Corporation (NASDAQ: EGAN) has been selected by a global investment management company to transform experiences for thousands of contact center agents, financial advisors, and knowledge authors. The company's legacy system was causing issues for staff in finding answers and managing knowledge, but eGain's knowledge management functionality and AI capabilities impressed the client. The solution will provide AI guidance for customer queries, ensure compliance, and enable easy experiences for frontline employees.

Positive

• eGain's best-in-class knowledge management functionality and cutting edge AI capabilities impressed the client, leading to the selection of eGain Knowledge Hub™.
• The solution will provide AI guidance for client's advisors to find contextual answers to customer queries across transactions, procedures, and investment advice.
• The company's legacy system was causing issues for staff in finding answers and managing knowledge, but eGain's solution is expected to transform experiences for contact center agents, financial advisors, and knowledge authors.

Negative

• None.

SUNNYVALE, Calif., Dec. 05, 2023 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the knowledge automation platform for customer engagement, announced that a global investment management company has selected eGain Knowledge Hub™ to transform experiences for thousands of contact center agents, financial advisors, and knowledge authors.

Investment management CX has been stuck on a plateau six years in a row, according to the Forrester CX Index. Saddled with a legacy system, the company’s investor services staff were struggling to find the answer needle in long, complex documents across silos when responding to customer queries. Meanwhile, knowledge authors were hopelessly backlogged with knowledge curation and content maintenance tasks —a vexing issue in regulated sectors where businesses annually churn out thousands of “correct” long-form documents that are not “consumable” for customer service purposes.

Impressed with eGain’s best-in-class knowledge management functionality, cutting edge AI capabilities, and a great experience it had with eGain’s unique, risk-free production pilot—Innovation in 30 Days™—the company selected eGain. Client’s advisors will use AI guidance to find contextual answers to customer queries across transactions, procedures, and investment advice. The solution will ensure compliance in interactions, role-based access, and archival.

“Effective knowledge must be correct, consumable, and compliant in financial services,” said Ashu Roy, eGain CEO. “We look forward to enabling easy experiences for their frontline employees.”

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

eGain media contact

Michael Messner
Email: press@egain.com
Phone: 408 636 4514

 

FAQ

What is the name of the company mentioned in the press release and its ticker symbol?

The company mentioned is eGain Corporation with the ticker symbol NASDAQ: EGAN.

What is eGain Knowledge Hub™ and how is it being used by the global investment management company?

eGain Knowledge Hub™ is a knowledge automation platform being used to transform experiences for contact center agents, financial advisors, and knowledge authors of the global investment management company. It will provide AI guidance for finding contextual answers to customer queries, ensure compliance, and enable easy experiences for frontline employees.

What issues were faced by the company's investor services staff and knowledge authors before selecting eGain?

The staff were struggling to find answers in long, complex documents across silos when responding to customer queries, and knowledge authors were backlogged with knowledge curation and content maintenance tasks.

What impressed the global investment management company about eGain's solution?

The client was impressed with eGain's best-in-class knowledge management functionality, cutting edge AI capabilities, and the risk-free production pilot—Innovation in 30 Days™.

What is the expected impact of eGain's solution on the company's frontline employees?

The solution is expected to enable easy experiences for frontline employees by providing AI guidance for finding answers, ensuring compliance, and offering role-based access and archival.

How can the media contact eGain for further information?

The media can contact Michael Messner via email at press@egain.com or phone at 408 636 4514.