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HOME
KNOWLEDGE MANAGEMENT IN P&C INSURANCE
CHALLENGES
SOLUTION
Per Gartner, poor CX has been the biggest barrier to digitalization success and
disparate knowledge silos in organizations is a big deterrent to good CX . No
wonder Gartner rates knowledge management (KM) as the #1 technology to improve
not only CX, a critical success factor for digitalization success, but also the
employee experience (EX) and operational performance. But legacy KM systems have
failed to deliver the goods, calling for a dire need to modernize it with a
revolutionary approach called the “Knowledge Hub™.”
The eGain Knowledge Hub is the first such solution to unify and orchestrate all
the essential technology building blocks of KM, including content management,
profiled access, intent inference, search methods, conversational guidance (what
to say next), process guidance (what to do next), analytics, personalization,
and connectors to existing systems, powered by AI, ML, and analytics.
WHY EGAIN
INDUSTRY SUCCESS
Four clients ranked among the top 5 P&C companies in the 2021 Forrester US CX
Index and the 2021 Newsweek America’s Best Customer Service Companies rankings.
TECHNOLOGY
The top-rated SaaS solution for digital-first, knowledge-powered customer
engagement automation that includes unified omnichannel hubs for managing
knowledge, conversations, and analytics, powered by AI, ML, and analytics.
SECURITY AND COMPLIANCE
Compliant with privacy and security standards such as PCI, NIST SP 800-53,
HIPAA, HITRUST, and FedRAMP.
BUSINESS VALUE
Rich out-of-the-box functionality for quick business value, say no to toolkits
and multi-year development, customization, and integration projects.
DOMAIN EXPERTISE
More than two decades of experience in KM and P&C insurance domain expertise.
EASE OF INNOVATION
One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team
can experience the solution free of charge and obligation.
P&C INSURANCE LEADERS TRUST EGAIN!
* A Top-5 US P&C insurance carrier is transforming CX at speed by eliminating
dozens of knowledge and content silos, unifying all enterprise knowledge and
guidance in eGain. This centralized knowhow will serve members with
personalized, digital-first answers via self-service and contact centers –
across business units and languages.
* A mid-sized UK insurance provider is outgrowing competition by reimagining
member experience on our knowledge-powered customer engagement platform.
While keeping a firm lid on cost of service.
CONTACT USDOWNLOAD PDF
CONTACT SALES
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Insurance ranked the second worst in consistency of knowledge (answers) and
customer service in an eGain-Dimensional Research consumer survey with 62%
complaining about getting different answers from different touchpoints.
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