TELUS International Partners with eGain to Elevate its Contact Center as a Service (CCaaS) Offering with Modern Knowledge Management and AI Functionalities
Key benefits include up to 50% reduction in agent training time; up to 35% enhancement in first-contact resolution; and up to 70% deflection of agent-assisted service requests
Modern knowledge management plays a vital role in supporting consistent experiences across live and self-service customer experience channels. The eGain Knowledge Hub™ for
“In the world of customer experience, knowledge is power, and an intuitive and AI-fueled knowledge management platform like eGain’s can make the difference between a poor customer experience that leaves customers frustrated and one that differentiates a brand and inspires customer loyalty,” said
The eGain Knowledge Hub™ for
- Live contact center agents can access accurate and up-to-date information, fostering positive interactions and minimizing the risk of brand mistrust.
- Customers expect quick, efficient service when using online chatbots. eGain’s knowledge management system ensures that chatbot responses are consistent with live support, ensuring consistency across touchpoints. Each chatbot interaction is tailored to the customer's specific needs, providing natural and personalized responses that lead to deeper engagement and greater satisfaction.
- Customers seeking quick answers from website FAQs benefit from a trusted knowledge hub that guarantees FAQ content matches the information from live support and chatbots. This consistency prevents confusion and enhances the customer experience.
“As per Gartner, knowledge management is the #1 technology that can simultaneously elevate customer and employee experiences, while also transforming operational metrics,” said
For more information on TELUS International’s end-to-end CCaaS capabilities, visit https://www.telusinternational.com/solutions/digital-services/cloud-contact-center.
About
TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 150,000 citizens around the world and through its five TELUS International Community Boards that have provided
About eGain
Infused with AI and analytics, eGain Knowledge Hub improves customer experience and reduces cost of service with virtual assistance, self-service, and modern agent desktop tools. Visit www.eGain.com for more info.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240522112992/en/
TELUS International Investor Relations
ir@telusinternational.com
TELUS International Media Relations
media.relations@telusinternational.com
Source: