eGain has partnered with Talkdesk to help businesses leverage AI-powered knowledge management and advanced digital capabilities through the Talkdesk-eGain Connector.
Available on both Talkdesk AppConnect and eGain Marketplace, the connector consists of two integrations that seamlessly implement eGain's knowledge and digital functionalities into the Talkdesk Agent Workspace. As a result, agents receive tailored responses and AI conversational support based on context provided by Talkdesk and the agent's expertise level.
Additionally, the digital integration lets agents co-browse web content and securely collaborate with customers while engaged in phone conversations.
“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. Organizations are increasingly recognizing this and evolving their contact centers to improve outcomes and fuel business growth,” said William Welch, President and COO at Talkdesk.
The partnership allows joint customers to access the full Talkdesk cloud contact center platform and eGain’s suite for knowledge-powered digital engagement.
“Per Gartner, knowledge management is the #1 technology to elevate stakeholder experiences and operating performance in a digital world. Our integrated solution will help businesses move the needle on customer experience,” said Ashu Roy, eGain CEO.
