TELUS International has joined forces with eGain Corporation to integrate the eGain Knowledge Hub into its Contact Center as a Service (CCaaS) portfolio or offer it as a standalone customer self-service tool. This integration proactively delivers reliable answers and tailored guidance to customers.
“In the world of customer experience, knowledge is power, and an intuitive and AI-fueled knowledge management platform like eGain’s can make the difference between a poor customer experience that leaves customers frustrated and one that differentiates a brand and inspires customer loyalty. Through our partnership with eGain, we're able to provide our clients with a best-in-class AI knowledge solution that prioritizes customer satisfaction. Whether through our CCaaS offering or other digital CX services that we provide, we are committed to finding and working with other providers that share our passion for delivering unparalleled, end-to-end solutions that foster lasting relationships and delight among their customers,” said Paul Egger, Vice President, Digital Solutions, TELUS International.
Effective knowledge management is crucial for ensuring consistent customer experiences across both live and self-service channels. The eGain Knowledge Hub provided by TELUS International combines all essential components for modern knowledge management—content management, profiled content access, generative and conversational AI, diverse search methods, and knowledge analytics—into a unified system that delivers accurate information. A significant feature of the Knowledge Hub is eGain AssistGPT, which provides agents and customers with accurate, consumable, and compliant answers during their interactions.
The eGain Knowledge Hub for TELUS International ensures consistent and positive experiences across both live and self-service channels. Its modular design allows for customizations that meet each brand's specific needs, whether that involves enhancing agent efficiency, optimizing self-service options, or both.
For live contact center agents, access to accurate and current information fosters positive interactions and minimizes the risk of damaging brand trust. Customers using online chatbots expect quick and efficient service; eGain’s knowledge management system ensures chatbot responses are aligned with live support, maintaining consistency across all touchpoints. Each chatbot interaction is customized to the customer's needs, providing natural and personalized responses that enhance engagement and satisfaction.
In addition, customers looking for quick answers via website FAQs benefit from a reliable knowledge hub that ensures FAQ content is consistent with information provided by live support and chatbots. This consistency eliminates confusion and significantly improves the customer experience.
“As per Gartner, knowledge management is the #1 technology that can simultaneously elevate customer and employee experiences, while also transforming operational metrics. The eGain Knowledge Hub™ will enable TELUS International to further help its clients deliver superior CX with trusted answers, ”said Anand Subramaniam, SVP Global Marketing for eGain.
In other news, TELUS International has unveiled Fine-Tune Studio, a new platform designed to develop high-quality datasets for refining large language models (LLMs) and generative AI (GenAI) technologies.
