Sold by: eGain Corporation
Rated #1 by analysts and clients, eGain Knowledge Hub™ for Amazon Connect proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.
Overview
Key features
Gen AI-assisted content management
Effective knowledge management starts with quality content. The Knowledge Hub makes content creation and curation a snap with AssistGPT generative AI capability, an easy-to-use authoring console, and flexible editorial workflows that ensure consistency, quality, and speed. Extensive reporting and management features enable continuous improvement of knowledge content and AI guidance.
Personalized knowledge
Tenured agents are more knowledgeable than novice agents. Accordingly, they need less step-by-step guidance. eGain Knowledge Hub personalizes content and guidance that is tailored to the interaction context, agent role and experience level, , region, and language. Multiskilled agents can have multiple profiles and easily switch between them. Relevant, trusted knowledge can also be exposed to end-customers for self-service.
Easy knowledge access: instant answers, guided, federated, and faceted search
Powered by ML, generative and conversational AI, trusted content, and analytics, the solution offers multiple ways to quickly find answers to customer queries, including instant answers, powered by Generative AI, guided search, federated search through pre-built connectors, and faceted search, and conversational AI guidance for problem resolution and product advice.
Virtual Assistance for agents
Virtual Assistant for Agents continuously monitors customer conversations to provide contextual proactive AI knowledge guidance to solve issues consistently. Bot Mode, where an agent hands over the conversation to the virtual assistant, enables the agent to automate the process legs of a conversation.
Multilingual scalable platform
Authors can create, curate, and manage rich multilingual content. The Knowledge Hub supports localized interfaces in multiple languages and scales to handle several thousand concurrent agents in a distributed configuration.
Embedded best practices
The solution benefits from all the best practices developed during successful knowledge management implementations for more than 300 leading enterprises across the globe. It has helped hundreds of companies save millions of dollars while cultivating increasingly happy customers.
Key benefits
Cut agent training time by up to 50%. Boost FCR up to 37%, NPS up to 30 points
84% of agents hate their desktop tools (Gartner) and 65% of agents say finding answers to customer queries is their biggest issue (eGain-SurveyMonkey). eGain Knowledge Hub guides agents to fast, accurate answers and through process steps, boosting CX, AX (agent experience), and operational metrics.
Deflect agent-assisted service requests by up to 60%
eGain Knowledge Hub helps deliver hyper-relevant self-service across omnichannel touchpoints. Consumers on the IVR and those requesting assisted service through digital channels can be sent a link to hyper-relevant self-service, resulting in up to 60% deflection of requests for agent-assisted service.
For more details, visit https://www.egain.com/egain-solve-for-amazon-connect/ . Sign up today for a risk-free, no-charge production pilot at https://www.egain.com/risk-free-pilot-knowledge-management-software/
For custom pricing, submit your questions at https://www.egain.com/contact-us/ or contact marketplacesales@egain.com
Highlights
- Top-rated artificial intelligence knowledge management software
- Hyper-personalized knowledge
- Single-sourced content management with multi-step approval workflow
Details
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Delivery method
Deployed on AWS
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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Knowledge+AI | Knowledge Base with AI-powered Process Guidance (5 named users) | $1,470.00 |
Dimensions summary
This listing offers one pricing dimension: Knowledge+AI (Units). Each unit covers 5 named users and includes a knowledge base with AI-powered process guidance. Pricing scales by the number of units you buy. To add more users, you add more units in blocks of five. This is a contract-based purchase, so you commit to your chosen quantity for the term. The pricing delivers contextual answers and process guidance to contact center agents on their desktop, connecting content into a single knowledge source.
Top-of-mind questions for buyers
Each unit covers 5 named users. A named user is a specific person assigned access, not a shared login. If you have 20 agents needing access, you buy 4 units. Access ties to identified individuals rather than concurrent sessions.
You add capacity in blocks of 5 named users by purchasing more units. There is no partial unit, so users are added in groups of five. Since this is a contract purchase, you commit to your chosen unit quantity for the term.
Each unit includes a knowledge base with AI-powered process guidance. Agents receive contextual answers and step-by-step guidance on their desktop. The unit connects content silos into a single knowledge source and delivers answers based on user permissions.
www.egain.com
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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Support
Vendor support
24x7 support through web portal, email, and phone with access to tech support engineers.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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