Outbound Call Center Featured Article

eGain Knowledge 10 Solution Integrated with Oracle CRM On Demand

By Calvin Azuri
TMCnet Contributor

eGain has accomplished Oracle (News - Alert) Validated Integration of its eGain Knowledge 10 solution with Oracle CRM On Demand Release 18 via the through Oracle PartnerNetwork (OPN). eGain is a Gold-level member of the OPN.

The integrated solution offers the contact center agents using Oracle CRM On Demand a single-click access to the answers in the eGain knowledge-base, thus empowering them to efficiently and effectively handle and solve a wide range of customer queries within the cloud. It allows end-to-end recording of the interactions in Oracle CRM On Demand. The solution also associates customer support cases within Oracle CRM On Demand to the knowledgebase articles in eGain used by the agents, enabling the agents to reuse these answers to rapidly resolve similar queries from other customers. It also helps administrators analyze the performance of the eGain knowledgebase and improve its content to get maximum returns on invest.

In a release, Ashu Roy, Chairman and CEO of eGain, said that “Customer experience has been a killer application for knowledge management over the years, adding strategic value to the business. Our Oracle Validated Integration with Oracle CRM On Demand enables end-to-end, knowledge-enabled call tracking and resolution in the cloud.”

eGain Knowledge, capable of on-site and cloud-based deployments, ensures high-quality, quick, accurate and consistent answers to customer queries. It is based on the patented Case-Based Reasoning technology that allows access to the common multi-channel knowledge base using various access methods like dynamic FAQs, topic trees, chatbots, natural language search, and guided help. The integrated solution can also be set up for web self-service to provide outstanding self-service experience.

Kevin O'Brien, Senior Director of ISV and SaaS (News - Alert) Strategy at Oracle, said that “The Oracle Validated Integration applies a rigorous technical review and test process. 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.”

eGain, based in Mountain View in California, is a leader in cloud-based as well as on-site customer interaction hub solutions. The company has been operating over a decade and focusing on improving customer service experience, streamline service process and increase sales. For more information on eGain, please go to www.eGain.com.

Oracle PartnerNetwork (OPN) Specialized is the newest of the partner programs of Oracle that offers partners the necessary tools to improve the development, sales and implementation of Oracle solutions. For more information Oracle PartnerNetwork, please go to www.oracle.com/partners.