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     * eGain IVR Analytics
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     * eGain Knowledge for Contact Centers
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     * eService
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     * Marketing
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     * Knowledge Management System
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     * eGain for Microsoft Dynamics CRM
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     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
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     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
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 * Leading international airline selects eGain Knowledge Hub™ to elevate
   customer service

HOME


LEADING INTERNATIONAL AIRLINE SELECTS EGAIN KNOWLEDGE HUB™ TO ELEVATE CUSTOMER
SERVICE

Sunnyvale, CA (September 15, 2022): eGain Corporation (NASDAQ: EGAN), the
leading knowledge management platform for customer engagement automation, today
announced that a leading international airline has selected eGain Knowledge Hub™
to unify knowledge silos and take customer service to new heights.

A sprawling international airline with multiple business units, the brand has
contact centers and customer service agents in cities around the world. The
company had built up knowledge silos over time, making it difficult to provide a
single source of truth for customer service agents. Familiar with the concept of
hubs, being in the airline industry, the company wanted to implement one for
knowledge to consolidate information and process know-how in a single platform
for use across customer touchpoints, countries, languages, and business units.

The airline took advantage of eGain’s unique, risk-free pilot—Innovation in 30
Days™—to get team members to experience eGain’s knowledge hub solution free of
charge. The trial included hands-on guidance for success, based on process and
program best practices from eGain experts, in partnership with Deloitte’s
Knowledge Management practice.

A positive experience from the pilot, together with rich functionality, domain
expertise, and pre-built integration with Genesys® and Microsoft SharePoint™,
led to eGain’s selection as the solution of choice. eGain will also provide
implementation services, partnering with Deloitte.

To begin with, eGain Knowledge will be deployed to customer service agents at
five hubs and eight satellite sites across touchpoints to handle queries across
a wide range of topics, such as COVID-related requirements, ticketing, baggage
policies, and special services. The company plans to extend the same knowledge
to digital self-service in the next phase.

“Knowledge silos create chaos and degrade the customer and agent experience,”
said Ashu Roy, eGain CEO. “Our solution helps harmonize fast-changing knowledge
with a unique hub approach.”


ABOUT EGAIN

Infused with AI, our knowledge-powered software automates digital-first
experiences for enterprises and government agencies. Pre-connected with leading
CRM & contact center systems, the eGain platform delivers quick value and easy
innovation with virtual assistance, customer self-service, and modern agent
desktop tools. Visit www.eGain.com for more info.

# # #

eGain, the eGain logo, and all other eGain product names and slogans are
trademarks or registered trademarks of eGain Corp. in the United States and/or
other countries. All other company names and products mentioned in this release
may be trademarks or registered trademarks of the respective companies.

# # #


EGAIN MEDIA CONTACT

Michael Messner
Email: press@egain.com
Phone: 408 636 4514

 




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