eGain Corporation
05/01/2025 | Press release | Distributed by Public on 05/01/2025 22:26
May 01eGain Secures Three Big CRM Wins, Onboards One of the World’s Largest Airlines CX Today
eGain has announced several enterprise wins, bringing onboard "one of the largest" global airlines.
The vendor touted these deals during its quarterly earnings and has since shared more information as to why three of its biggest new customers chose eGain.
According to Ashu Roy, CEO of eGain, these enterprises are typically "struggling with content silos and fragmented knowledge," which makes it harder to ensure that AI systems provide correct and consistent answers.
Naturally, if trustworthy information is hard for human and AI agents to acquire in contact centers, then this may cause slower response times and unnecessary frustration for customers and reps. The CEO continued:
"Having a single source of truth in a knowledge central hub across the business is becoming critical."
Consequently, this is creating a trend of businesses sourcing solutions for knowledge centralization.
Such knowledge centralization is critical for many generative AI (GenAI) use cases contact centers are experimenting with.
For instance, over half of contact centers already use generative AI (GenAI) to draft customer responses that human reps can review, edit, and send.
The Big Wins
First, eGain signed a megadeal with an interactive entertainment company with around 800 million international player accounts.
The company wanted a knowledge base for its players but struggled with the existing platform, as "it did not provide the necessary APIs and functionality to implement [their] vision."
eGain offered the company its "innovation in a 30-day pilot" program to experience the platform's capabilities, which helped push the deal over the line.
Another deal was with a global money transfer company with 150 million customers from across 200 countries.
This company tried to implement a customer knowledge platform twice before turning to eGain.
Finally, there's the deal eGain secured with a prominent US airline company that is "one of the largest" in the world.
With contact center locations spanning the globe, the airline wanted to modernize and streamline its customer service operations.
As such, it built up many knowledge silos over time and wanted a single platform for use across multiple customer touchpoints, languages, and business units.
Here, eGain can leverage its knowledge management heritage, accompanied by its "hub-based" approach, which the provider believes is unique.
Why Might Big Customers Choose eGain?
In the customer service CRM space, eGain competes with the likes of Microsoft, Salesforce, ServiceNow, and several other tech giants.
So why would CX leaders choose eGain?
Last year, Gartner acknowledged eGain as a market "visionary" in its 2024 Magic Quadrant for CRM Customer Engagement Centers.
The report pinpoints "AI-led innovation pace," "composability," and "knowledge management" as core strengths, positioning it as a strong contender in the CRM market.
As mentioned, a background in contact center knowledge management - delivering "trusted" and "compliant" answers for customers, agents, and employees - is key.
eGain built on this in 2024, introducing the capability to automatically capture emerging intents, understand how agents solve those queries, and auto-draft knowledge articles. These then power its customer-facing virtual agent for a more autonomous contact center.
Brands may also bring their own virtual agent, perhaps leveraging a third-party conversational AI solution from Cognigy, Google, Kore.ai, etc.
According to Roy, such possibilities are attracting new prospects, with the number of seven-figure deals in eGain's pipeline doubling.
However, the CEO noted that "the side effect of this trend is more scrutiny on these projects, and the vetting process now includes groups like the AI office. So these bigger deals are taking some more time to close."
That's a trend an increasing number of CX vendors are calling out.
eGain Corporation published this content on May 01, 2025, and is solely responsible for the information contained herein. Distributed via Public Technologies (PUBT), unedited and unaltered, on May 02, 2025 at 04:26 UTC. If you believe the information included in the content is inaccurate or outdated and requires editing or removal, please contact us at support@pubt.io