MOUNTAIN VIEW, CA--(Marketwire - October 6, 2010) - eGain (
The SAP Integration and Certification Center (SAP ICC) has certified that eGain Knowledge 10 integrates with the SAP NetWeaver Process Integration (SAP NetWeaver PI) offering to exchange critical data with instances of SAP Business Suite software. This was certified via the NW-XI-CNT 7.1 interface scenario.
"Infusing knowledge into customer relationship management processes can have a transformational effect on customer experience and process efficiencies," said Johan Jacobs, Research Director at Gartner. "Integrations of CRM systems with knowledge management systems can help here, while speeding time to benefit."
Proven in cloud and on-site deployments in enterprises for over a decade, eGain Knowledge enables high-quality customer service by infusing customer service agents with knowledge, making them as productive as the best agents. It ensures fast, consistent, and accurate answers to customer queries by providing multiple access methods to a common multichannel knowledge base -- dynamic FAQs, keyword and natural language search, browse, chatbots, and guided help, powered by patented Case-Based Reasoning (CBR) technology. eGain Knowledge can also be deployed for web self-service for superior self-service experience and adoption.
"Call centers can make or break customer relationships, and knowledge management is a proven tool for enabling better customer and agent experiences," said Ashu Roy, Chairman and CEO of eGain. "Our certified integration with SAP NetWeaver enables end-to-end, knowledge-enabled call tracking and resolution."
For more information on eGain Knowledge, visit:
http://www.egain.com/products/knowledge_management.asp
About eGain
eGain (
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. SAP, SAP NetWeaver and all SAP logos are trademarks or registered trademarks of SAP AG in Germany and several other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
Contact Information:
eGain media contact:
Jamie Abayan
eGain
650-230-7532
jabayan@egain.com
Kristin Miller
SS|PR
719-634-8292
kmiller@sspr.com