List of eGain Knowledge for Contact Centers Customers
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Since 2010, our global team of researchers has been studying eGain Knowledge for Contact Centers customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased eGain Knowledge for Contact Centers for Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using eGain Knowledge for Contact Centers for Customer Engagement include: Nationwide Building Society, a United Kingdom based Banking and Financial Services organisation with 22042 employees and revenues of $6.74 billion, Yorkshire Water, a United Kingdom based Utilities organisation with 2750 employees and revenues of $1.56 billion and many others.
Contact us if you need a completed and verified list of companies using eGain Knowledge for Contact Centers, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Nationwide Building Society | Banking and Financial Services | 22042 | $6.7B | United Kingdom | eGain Corporation | eGain Knowledge for Contact Centers | Customer Engagement | 2019 | n/a |
In 2019 Nationwide Building Society implemented eGain Knowledge for Contact Centers in the Customer Engagement category. The deployment centralized knowledge management and assisted resolution across contact center operations and digital channels within the Nationwide digital estate. eGain Knowledge for Contact Centers was positioned to support agent desktop guidance and authenticated digital customer interactions.
The implementation configured authenticated Web Chat, Email, Knowledge Base, Intelligent Assistant, Guided Help and secure messaging modules to serve inbound contact center workflows and customer self service on Nationwide.co.uk, the Internet Bank and the Mobile App. Configuration emphasis included knowledge article lifecycle, guided resolution scripting and conversational assistance to drive consistent agent responses and deflection of routine inquiries.
The solution was integrated with telephony and authentication layers, including Nuance Natural Language deployed on a Cisco UCCE ICM CVP platform for IVR natural language processing, an IVR customer profile webservice that surfaces CRM and product information to improve routing, and Verint Voice Biometrics for fraud related voice authentication. Orchestration web services were redesigned to support these multi vendor integrations and to enable real time data exchange between channels and back end systems.
Governance activities emphasized architectural assurance in a distributed development, multi vendor environment, architectural debt remediation and a roadmap that covered 2015 through 2018 prior to the 2019 eGain rollout. Design artifacts and UML modeling used IBM Rational Software Architect to define solution interfaces, data flows and deployment patterns across contact center and digital channel teams.
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Yorkshire Water | Utilities | 2750 | $1.6B | United Kingdom | eGain Corporation | eGain Knowledge for Contact Centers | Customer Engagement | 2021 | n/a |
In 2021, Yorkshire Water implemented eGain Knowledge for Contact Centers, deploying eGain Knowledge+AI as its primary Customer Engagement platform to support contact centre operations. The deployment targeted customer service agents and centralized knowledge to drive consistency across contact handling.
eGain’s professional services designed best practice processes for knowledge capture, creation and management and configured the AI powered knowledge retrieval and guidance workflows. The implementation produced a searchable knowledge base containing over 750 resolutions, and the system is used by 130 agents. The solution delivers agent facing knowledge search, guided responses and case resolution guidance to improve first call resolution and ensure compliance with corporate processes.
Yorkshire Water integrated eGain Knowledge+AI with existing CRM systems to surface customer context and personalize agent responses by leveraging customer data held in those systems. Operational coverage focused on contact centre and customer service functions, enabling remote diagnosis and resolution of common issues. This reduced the need for unnecessary engineer callouts by equipping agents with prescriptive resolutions during live interactions.
Governance established knowledge lifecycle controls and ongoing curation workflows, with eGain professional services supporting rollout, training and operational handover. Yorkshire Water reports measurable improvements in customer satisfaction and increases in first call resolution following the deployment of eGain Knowledge for Contact Centers. The company also reports a reduction in field visits that it attributes to the solution, with those reductions contributing to savings measured in millions of pounds.
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