eGain Partners with Talkdesk to Modernize Customer Service

eGain Corp., a platform for customer engagement, announced a partnership with Talkdesk Inc., a cloud contact center leader for enterprises, to help businesses modernize customer service with the power of AI-infused knowledge management and digital capabilities.

The partnership brings a new offering, the Talkdesk-eGain Connector, which is listed on both companies’ marketplaces – Talkdesk AppConnect and eGain Marketplace. The connector includes two integrations that embed eGain’s knowledge and digital capabilities in the Talkdesk Agent Workspace.

  • The knowledge integration delivers personalized answers and AI-powered conversational guidance to agents, based on context passed from Talkdesk as well as other criteria such as the agent experience level.
  • The digital integration enables agents to co-browse web content and collaborate securely with the customer, while simultaneously talking to them on the phone.

Through the partnership, mutual clients will have access to the full Talkdesk cloud contact center platform and eGain’s suite for knowledge-powered digital engagement.

“Studies consistently show that an improved customer experience increases customer loyalty and brand trust. Together, Talkdesk and eGain are committed to helping businesses realize this potential during every customer interaction,” said William Welch, president and COO at Talkdesk. “Organizations are increasingly recognizing this and evolving their contact centers to improve outcomes and fuel business growth.”

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