eGain, the AI-powered customer engagement platform provider, announced that Altitude Software will embed eGain AI and Knowledge Management into its Xperience Suite.
According to a survey conducted by Forrester Consulting on behalf of eGain, poor access to relevant knowledge among contact center agents is the #1 driver of bad customer service.
Altitude Software, a pioneering provider of customer interaction solutions, will deliver deep, seamless integration with eGain AI and Knowledge to offer process guidance and personalized answers for agents on their omnichannel platform.
“Guiding customer interactions with AI and knowledge transforms agent experience and boosts operational productivity,” said Alfredo Redondo, CEO of Altitude Software. “eGain best-in-class capabilities complement our modular platform to deliver easy-to-consume innovation.”
“eGain’s deep AI and knowledge capability will be served in a contextual, personalized and seamless manner to empower agents on the Altitude platform,” said Ashu Roy, eGain CEO. “Altitude’s blue-chip clients will find this seamless solution very compelling.”