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Financial Services Case Studies and Customer Success Stories with eGain
S&P 500 and Fortune 500 BPO (Card Services Business) - Financial Services - Very Large
eGain Knowledge helped a leading S&P 500 BPO transform 1800 care and 1300 collections associates into advisors. The company deployed... the cloud-based knowledge management solution across seven contact centers. Agents now find answers faster, with time to publish knowledge cut from days to hours. eGain Analytics dashboards optimize service quality. The BPO plans to expand eGain to more associates and locations.
US-based insurance and financial services group - Financial Services - Large
eGain Customer Engagement Hub unified email, chat, click to call, and cobrowse for a US-based insurance and financial services group. The company faced... scattered knowledge and inconsistent service across channels. eGain's cloud platform integrated with Cisco and CRM systems, enabling omnichannel engagement and analytics. Agents now resolve issues faster and close more sales online. Customers and agents report higher satisfaction and better feedback.
A leading American direct banking and payment services company - Financial Services - Very Large
eGain Mail, eGain AutoWorkflow, and eGain Data Adapters helped a leading American direct banking and payment services company cut service response times from 24 hours to under 8 hours for all customers, and to under 4 hours for high-value customers. The company faced... a 20% customer increase and 10% monthly email volume growth, with spikes up to 700%. eGain's email management and workflow automation improved agent efficiency, reduced handle time by 40 seconds, and boosted agent satisfaction. The solution enabled better customer service without adding staff.
Telecommunications Case Studies and Customer Success Stories with eGain
A leading multi-play Communications Service Provider (CSP) - Telecommunications - Very Large
eGain's omnichannel customer engagement platform helped a leading multi-play Communications Service Provider transform digital customer service. The CSP deployed eGain... chat, SMS, and email to 4,000 agents across three continents, handling over 12 million customer contacts yearly. NPS improved by 20-30 points, and 35% of IVR callers switched to digital channels. Agent productivity and satisfaction also increased with integrated tools and a 360-degree customer view.
Vodafone Portugal - Telecommunications - Large
Vodafone Portugal used the eGain solution to launch Askonline, an integrated online customer care platform. The goal was to improve... customer experience and reduce calls to the contact center. The platform unified information from multiple sources, offered self-care features, and included an avatar to guide users. Vodafone Portugal achieved a 10% savings on customer operations budget by using a corporate licensing model. The solution made it easier for customers to find information and encouraged digital channel adoption.
Bell Aliant - Telecommunications - Very Large
eGain KnowledgeAgent and eGain SelfService helped Bell Aliant cut call handle time by 17%, saving $1. 53 million. The telecom...leader saw a 7% boost in first-call resolution and a 5% rise in customer satisfaction. Bell Aliant unified four contact centers into one knowledge base for English and French. The solution reduced agent training time and escalations. Customers found the self-service site fast and easy to use.
Utilities Case Studies and Customer Success Stories with eGain
Yorkshire Water - Utilities - Large
eGain Knowledge+AI helped Yorkshire Water save £3. 6 million per year by cutting unnecessary engineer call outs. The solution increased...first call resolution on operational contacts to over 30%. Agent training time dropped by 25%. Agents now handle more calls and a wider range of enquiries. Customer satisfaction improved, with 80% of experience measures met. The knowledge management platform also reduced call handling and wrap-up times.
Southern Water - Utilities - Large
eGain Knowledge+AI helped Southern Water improve customer service. The solution enabled call centre staff to resolve 60% more enquiries in... a single call. Training time for agents dropped by 50%. Unnecessary call outs fell by 25% in nine months. Staff now access expert knowledge quickly and give better advice. The system integrates with their customer service and geographical information systems.
Insurance Case Studies and Customer Success Stories with eGain
One of the five largest health insurers in North America - Insurance - Very Large
eGain Customer Engagement Hub helped one of the five largest North American health insurers save $2. 6 million in the...first phase. The company needed to cut costs, improve service, and integrate legacy systems. eGain unified chat, knowledge, cobrowse, secure email, and click-to-call across multiple channels. The solution integrated with Siebel CRM and major portals. The project finished on time and under budget, expanding to more channels in later phases.
Apparel & Fashion Case Studies and Customer Success Stories with eGain
Premium Fashion Retailer - Apparel & Fashion - Medium
eGain Mail helped a premium fashion retailer improve customer service. The retailer needed to manage global orders and customer details... through email and phone. eGain Mail unified all channels on one agent console. This improved access to information and reduced email handling time. Agents could handle more emails each day. The solution enabled better KPI tracking and management information gathering.
Computer Software Case Studies and Customer Success Stories with eGain
25-year-old payroll and human capital management SaaS provider (Fortune 100’s fastest-growing companies) - Computer Software - Very Large
eGain Knowledge Hub helped a leading SaaS provider transform customer and agent experience. The company faced rising contact center volume... and knowledge silos. eGain's solution delivered a 60% improvement in answer confidence, 62% better answer consistency, and 67% faster time to answer. Call deflection to self-service reached 65%. Agent adoption soared, with 10x more knowledge articles contributed monthly. Integration with Salesforce and ROI analytics supported business growth and customer success.
Government Administration Case Studies and Customer Success Stories with eGain
US federal agency - Government Administration - Very Large
eGain SelfService and eGain Knowledge+AI helped a US federal agency improve citizen engagement. The agency faced fragmented information and rising... costs. eGain provided a single source of truth and guided help for agents and citizens. The agency saw a 21% drop in customer service costs, saving $6.5 million in 3 years. Full payback was projected within 9 months. The solution increased answer accuracy and reduced turnaround time.
Information Services Case Studies and Customer Success Stories with eGain
Global provider of digital knowledge and legal services solutions - Information Services - Very Large
eGain Customer Engagement Hub™ helped a global provider of digital knowledge and legal services cut contact center traffic by 70% with advanced email and chat deflection. eGain Knowledge+AI™ enabled... consistent, omnichannel access to centralized knowledge and reduced content authoring time by 30%. Authors now save 2-3 minutes per article. The company improved author team productivity and plans to expand eGain to 15 locations. AI-powered self-service and virtual assistant features drive seamless customer experiences.
Customer Success Stories of eGain
Cabinetworks Group Selects eGain AI Knowledge Hub and AI Agent to Transform Customer Service Operations
Cabinetworks Group has selected eGain's AI Knowledge Hub and AI Agent to enhance its customer service operations. This implementation, facilitated... by Current Connections, will replace fragmented systems with a unified AI-powered knowledge management solution. The integration includes Five9 and Salesforce CRM, enabling efficient customer service and self-service options for Cabinetworks' extensive customer network.
Rogue Credit Union Expands eGain Deployment Across Enterprise with Integrated Knowledge + AI and AI Agent Platforms
Rogue Credit Union has expanded its deployment of eGain's AI Knowledge Hub and AI Agent platforms across its enterprise and contact centers. This strategic move... aims to enhance member service experiences and streamline operations as Rogue prepares for a merger with Members 1st Credit Union. The integration includes real-time AI guidance, in-context knowledge delivery, and enterprise integrations with Microsoft Teams and Talkdesk.
Oregon credit union leans on eGain AI as big merger looms - Stock Titan
eGain announced significant enhancements to its AI knowledge platform at the Solve 24 conference. The new eGain AI Agent combines... language models with case-based reasoning to deliver personalized customer service, priced at 25 cents per conversation. It will be available in January 2025. The company also introduced Knowledge Transformers, enabling faster content creation from various sources.
SELCO Community Credit Union Selects eGain AI Knowledge - GlobeNewswire
SELCO Community Credit Union has chosen eGain's AI Knowledge solution to enhance its customer service capabilities. This deployment will leverage... AI to improve knowledge management and customer experience.
Achmea Selects eGain AI Knowledge Hub and AI Agent to Power Digital Transformation - GlobeNewswire
Achmea, a major European insurance group, has selected eGain's AI Knowledge Hub and AI Agent to modernize its knowledge management and support its transformation into a Digital Insurer. This deployment will... empower 21,000 users, integrating over 26,000 documents into a centralized knowledge base, enhancing customer service and operational efficiency across Achmea's diverse operations.
Achmea Selects eGain AI Knowledge Hub to Enhance Knowledge Management and Support Digital Transformation Efforts - Quiver Quantitative
Achmea, a major European insurance group, has selected eGain's AI Knowledge Hub and AI Agent software to enhance its knowledge management and support its digital transformation into a Digital Insurer. This deployment will... empower 21,000 users, integrating over 26,000 documents into a centralized knowledge base to improve customer service efficiency and self-service adoption.
Oregon Community Credit Union Selects eGain AI Knowledge Hub and eGain AI Agent to Elevate Customer Service
Oregon Community Credit Union has chosen eGain's AI Knowledge Hub and AI Agent to enhance its service delivery and member experience. The solution will... support over 700 users, optimizing knowledge management and improving operational efficiency. This deployment aims to streamline information access and empower employees, aligning with OCCU's mission to deliver exceptional member service.
eGain Q4 Revenue Up With JPMorgan Win | The Motley Fool
eGain's Q4 2025 revenue increased, driven by a significant partnership with JPMorgan Chase. This collaboration, one of the largest in... eGain's history, involves developing an AI Knowledge Hub for JPMorgan's U.S. Chase business. The partnership includes product development and a board observer role for JPMorgan. eGain's AI knowledge ARR grew 25% year over year, with improved retention rates. The company completed a cloud migration, enhancing efficiency and gross margins.
eGain Q4 Revenue Up With JPMorgan Win - The Globe and Mail
eGain reported a 3% year-over-year revenue increase to $23. 2 million in Q4 2025, driven by a strategic partnership with...JPMorgan Chase. This collaboration involves developing an AI knowledge hub across JPMorgan's U.S. Chase business. eGain's AI knowledge ARR grew 25%, and its SaaS gross margin reached 80%. The company plans to expand its AI offerings and increase R&D investment in fiscal 2026.
Virginia529 Selects eGain AI Knowledge to Elevate Customer and Advisor Experience - eGain
Virginia529 has chosen eGain's AI Knowledge Hub to enhance its customer service, replacing legacy systems to improve knowledge consistency. This implementation will... support Virginia529's contact center and operations team in handling customer queries efficiently. eGain's platform offers comprehensive functionality and pre-built connectors, aligning with Virginia529's commitment to leveraging technology for better service delivery.
eGain Corporation: Riding the AI Knowledge Wave to Long-Term Dominance
eGain Corporation is advancing in the AI services market with its AI Knowledge Hub and AI Agent for Contact Center solutions. A significant $100M+... expansion deal with a U.S. megabank highlights its growth, increasing user scope tenfold. Despite a 6% revenue dip in Q3, eGain's SaaS revenue remains strong, with a 77% margin. The company is poised for growth with a $68.7M cash reserve and a strategic focus on AI-driven efficiencies.