TELUS International and eGain collaborate to offer elevated CCaaS with KM and AI

TELUS International, a leading digital customer experience (CX) innovator, is partnering with eGain Corporation, an AI knowledge platform for customer service, to offer the eGain Knowledge Hub as an integrated solution as part of its Contact Center as a Service (CCaaS) offering, or as a standalone customer self-serve option.

The eGain Knowledge Hub for TELUS International unifies and orchestrates all the building blocks needed for modern knowledge management—content management, profiled content access, generative and conversational AI, search methods, and knowledge analytics—to deliver trusted answers, according to the companies.

A key component of the Knowledge Hub is eGain AssistGPT, which delivers consumable, correct, and compliant answers to agents in their customer conversations and customers in their self-service journeys.

“In the world of customer experience, knowledge is power, and an intuitive and AI-fueled knowledge management platform like eGain’s can make the difference between a poor customer experience that leaves customers frustrated and one that differentiates a brand and inspires customer loyalty,” said Paul Egger, vice president, digital solutions, TELUS International. “Through our partnership with eGain, we're able to provide our clients with a best-in-class AI knowledge solution that prioritizes customer satisfaction. Whether through our CCaaS offering or other digital CX services that we provide, we are committed to finding and working with other providers that share our passion for delivering unparalleled, end-to-end solutions that foster lasting relationships and delight among their customers.”

The eGain Knowledge Hub for TELUS International supports consistent, positive experiences across live and self-service customer experience channels. The modular architecture facilitates customizations tailored to each brand’s unique requirements, including driving improvements in agent efficiency, optimizing self-service options, or both.

“As per Gartner, knowledge management is the #1 technology that can simultaneously elevate customer and employee experiences, while also transforming operational metrics,” said Anand Subramaniam, SVP global marketing for eGain. “The eGain Knowledge Hub™ will enable TELUS International to further help its clients deliver superior CX with trusted answers.”

For more information about this news, visit www.telusinternational.com.