eGain Knowledge Hub Receives ServiceNow Built on Now Certification
Top-rated knowledge management solution integrates with ServiceNow to enable proactive, guided experiences
eGain Corporation, announced that the integration of eGain Knowledge Hub™, its award-winning modern knowledge management solution, with ServiceNow has received ServiceNow Built On Now certification.
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The highest technical designation and certification for a ServiceNow Technology Partners application, a Built on Now application is natively built on the ServiceNow platform. These applications are built for the enterprise and are designed and tested for fast, agile, resilient, secure, human and connected digital transformation.
According to Gartner, 84% of contact center agents don’t find the tools helpful in handling customer issues and only 12% say the tools make their day-to-day work easier.
Available on the ServiceNow Store, eGain Knowledge Hub for ServiceNow™ empowers agents of all experience levels to resolve omnichannel queries with personalized responses powered by conversational AI guidance served inside ServiceNow.® Agent Workspace, reducing training needs and ensuring compliance.
The hub federates knowledge from multiple sources and guides agents using AI reasoning based on context, agent experience level, and interaction channel. Built-in machine learning enables intent inference and rich analytics deliver actionable insights to optimize knowledge adoption, response relevance, and operational performance.
“Proactive and guided insights transform all service agents into super agents. It’s no wonder knowledge management is Gartner’s #1 technology recommendation for customer service leaders in 2022,” said Ashu Roy, CEO of eGain. “We are thrilled to offer our highest rated knowledge solution in the ServiceNow ecosystem.”
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