TELUS enhances CCaaS with eGain partnership
VANCOUVER, CANADA — TELUS International, a digital customer experience (CX) innovator, has partnered with eGain Corporation, an AI knowledge platform for customer service.
This collaboration integrates eGain’s Knowledge Hub into TELUS International’s offerings, enhancing its Contact Center as a Service (CCaaS) with advanced AI and knowledge management capabilities.
Innovative solutions for modern customer service
TELUS International will offer the eGain Knowledge Hub both as part of its CCaaS solution and as a standalone customer self-service option. This integration facilitates seamless customer support across both live and automated service channels, delivering personalized and consistent experiences.
A key component, eGain AssistGPT, provides consumable, correct, and compliant responses to agents and customers, enhancing efficiency and satisfaction.
“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 of TELUS International Digital Solutions.
“Through our partnership with eGain, we’re able to provide our clients with a best-in-class AI knowledge solution that prioritizes customer satisfaction.”
Streamlining agent training and service delivery
The partnership aims to improve efficiency and customer satisfaction, promising:
- up to 50% reduction in agent training time
- 35% boost in first-contact resolution, and
- up to 70% deflection of agent-assisted service requests
Live agents can access accurate, up-to-date information, fostering positive interactions and minimizing brand mistrust. Chatbots provide natural, personalized responses aligned with live support, ensuring consistency. Website FAQs are powered by the same trusted knowledge hub, preventing confusion and enhancing the overall customer experience.
“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.
eGain’s Knowledge Hub is infused with AI and analytics to enhance customer service efficiency and effectiveness. It offers virtual assistance, self-service options, and modern agent desktop tools, helping companies deliver superior customer experiences with trusted answers.
TELUS International designs, builds, and delivers digital solutions to enhance CX for global brands. It ranked #34 in the OA500 2024, the first objective index of the world’s top 500 outsourcing companies.
