The News: eGain, the leading knowledge platform for customer engagement, announced the integration of its eGain Knowledge Hub with Microsoft Teams in a move aimed at spurring employee productivity levels. The eGain Knowledge Hub is integrated with Microsoft Teams using a certified connector that leverages eGain’s BYO (Bring Your Own) architecture for no-code integration and easy deployment. Read more from DashNetwork.
eGain Announces eGain Knowledge Hub Integration with Microsoft Teams Boosting Employee Productivity
Analyst Take: Per McKinsey, knowledge workers waste 19% of their workday looking for information, not including the additional time spent in re-creating knowledge they could not find. The integration of eGain’s Knowledge Hub with Microsoft Teams is designed to remedy that, automating routine employee queries on policies, procedures, and functional know-how, boosting productivity by providing consistent and accurate answers quickly. The eGain Knowledge Hub is an example of intelligent knowledge management systems that find answers to customer questions, guide processes, and help in decision-making.
What is the eGain Knowledge Hub, Anyway?
Powered by AI and analytics, the eGain Knowledge Hub is eGain’s cloud solution for customer engagement. The eGain Knowledge Hub automates routine employee queries on policies, procedures, and functional know-how. The eGain Knowledge Hub’s virtual assistant fields queries when needed to better understand user intent before delivering personalized answers from the eGain Knowledge Hub Base, which also federates across Sharepoint repositories.
The eGain Knowledge Hub solution allows conversations to be transitioned with full context to live chat, where subject matter experts handle queries on eGain’s Advisor Desktop. Users get their questions answered from within Microsoft Teams —something I believe Microsoft Teams users will find incredibly valuable.
The eGain Knowledge Hub announcement follows an earlier eGain announcement of the general availability of Instant Answers, a solution that deploys generative AI technology to help users find relevant answers that arrive in the form of snippets. Instant Answers leverages Large Language Models (LLM), utilizing the technology behind ChatGPT. Instant Answers helps the user find the best answer in enterprise-specific content, often extracted from long documents, without having to guess the right keywords. This means knowledge authors spend less time curating enterprise-approved, long-form content into consumable knowledge articles.
Employee Productivity FTW!
We all experience time sucks during the course of our workdays, and when it comes to putting a finger on the information and resources we need in order to effectively do our jobs, meet client needs, and keep work moving along, removing barriers to access to knowledge and information is a welcome improvement.
With AI and analytics that are available today, it’s exciting to see solutions that provide answers and information at our fingertips. The eGain Knowledge Hub integration with Microsoft Teams provides answers on the Microsoft Teams platform, which of course has a massive user base. I see this integration with eGain’s Knowledge Hub as something Microsoft Teams users will find incredibly valuable. If you’re using it, I’d love to hear what you think of it.
Disclosure: Futurum Research is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of Futurum Research as a whole.
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Author Information
Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”
