SUNNYVALE, CA — (Marketwired) — 05/29/15 — eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that the State of Washington has selected eGain–s award-winning knowledge management solution to expedite workers– compensation claims processing with fast and accurate guidance to answers and decisions, while making relevant information available to workers through self-service.
“Support agents and customers require access to contextually relevant knowledge management (KM) inside and outside of the customer support organization. We have observed that improved delivery of contextual knowledge to an employee or customer reduces a provider–s time to answer by 20% to 80%, raising competency and satisfaction. In addition, CIOs can reduce customer support costs by 25% or more when a proper KM discipline is in place,” wrote Michael Maoz, et al., in the Gartner research note titled “Nine CRM Projects to Do Right Now for Customer Service”, dated December 8, 2014.
The state wanted to capture and embed claims handling expertise from their best administrators and make it available to all claims managers, third-party firms and self-insured employers. Another priority was to make it easy for claims managers to find accurate information federated from across a variety of information sources, including technical reference material, policies and procedures, guidelines, precedent-setting court cases and appeals, medical best practices, etc. The state has deployed eGain Knowledge to meet its goals.
“Customer service applications, whether customer or agent-facing, are truly mission-critical,” said Patricia Peterson, Managing Partner at Customer Centric Consulting Group (C3G), the implementation partner for the eGain deployment for the initiative. “eGain–s proven platform and open APIs enable us to build such solutions quickly, while integrating with existing systems.”
” find the lack and consistency of knowledge to be the biggest pain point in customer service today,” said Ashu Roy, eGain CEO. “Our guided knowledge is the perfect solution to this of customer and agent experience.”
eGain customer engagement solutions power digital transformation for leading brands. Our for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel world. To find out more about eGain software, visit
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Meenakshi Sharma
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