eGain, the leading knowledge platform for customer engagement, announced a partnership with Talkdesk®, a global cloud contact centre leader for enterprises of all sizes, to help businesses modernize customer service with the power of AI-infused knowledge management and rich digital capabilities.
The partnership brings to market a new offering, the Talkdesk-eGain Connector, which is listed on both companies’ marketplaces—Talkdesk AppConnect™ and eGain Marketplace™. The connector includes two integrations that embed eGain’s knowledge and digital capabilities in the Talkdesk Agent Workspace™.
- The knowledge integration delivers personalized answers and AI-powered conversational guidance to agents, based on context passed from Talkdesk as well as other criteria such as the agent experience level.
- The digital integration enables agents to co-browse web content and collaborate securely with the customer, while simultaneously talking to them on the phone.
Through this partnership, mutual clients will have access to the full Talkdesk cloud contact center platform and eGain’s top-rated suite for knowledge-powered digital engagement.
“Studies consistently show that an improved customer experience increases customer loyalty and brand trust. Together, Talkdesk and eGain are committed to helping businesses realize this potential during every customer interaction,.” said William Welch, President and COO at Talkdesk. “Organizations are increasingly recognizing this and evolving their contact centres to improve outcomes and fuel business growth. ”
“Per Gartner, knowledge management is the #1 technology to elevate stakeholder experiences and operating performance in a digital world,” said Ashu Roy, eGain CEO. “Our integrated solution will help businesses move the needle on customer experience.”
Talkdesk-eGain Connectors on eGain Marketplace
Talkdesk-eGain Connectors on Talkdesk AppConnect
Infused with AI, our knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact centre systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools.