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Integration provides contact center agents one-click access to answers in eGain multichannel knowledge base for high-quality customer experience and improved productivity.
Mountain View, CA (April 11, 2011): eGain, a Gold level member of Oracle PartnerNetwork (OPN), today announced that it has achieved Oracle Validated Integration of eGain Knowledge 10 with Oracle CRM On Demand Release 18 through Oracle PartnerNetwork.
The integrated solution provides single-click access to the eGain knowledge-base for contact center agents using Oracle CRM On Demand, enabling them to handle and resolve a broad range of customer queries effectively and efficiently in the cloud. The integration will record the interaction end to end in Oracle CRM On Demand and also link customer support cases in Oracle CRM On Demand to agent-accepted knowledgebase articles in eGain. Agents can reuse these answers to quickly process similar queries coming from other customers. The integration also enables administrators to analyze knowledgebase performance and enhance its content to help maximize ROI.
“Customer experience has been a killer application for knowledge management over the years, adding strategic value to the business,” said Ashu Roy, Chairman and CEO of eGain. “Our Oracle Validated Integration with Oracle CRM On Demand enables end-to-end, knowledge-enabled call tracking and resolution in the cloud.”
Proven in cloud and on-site deployments in enterprises for over a decade, eGain Knowledge enables high-quality customer service by infusing customer service agents with knowledge, making them as productive as the best agents. It helps ensure fast, consistent, and accurate answers to customer queries by providing multiple access methods to a common multichannel knowledge base – dynamic FAQs, natural language search, topic trees, chatbots, and guided help, powered by patented Case-Based Reasoning (CBR) technology. These powerful access methods are available through the search-fronted eGain Multisearch™ content federation and navigation approach. eGain Knowledge can also be deployed for web self-service for an excellent self-service experience and adoption.
“The Oracle Validated Integration applies a rigorous technical review and test process,” said Kevin O’Brien, senior director, ISV and SaaS Strategy, Oracle. “Achieving Oracle Validated Integration through the Oracle PartnerNetwork gives customers confidence that the integrations between eGain Knowledge 10 and Oracle CRM On Demand Release 18 has been validated and the products work together as designed. This integration is a positive value-add to contact centers using Oracle CRM On Demand.”