- TELUS International has partnered with eGain Corporation to integrate the eGain Knowledge Hub™ into its Contact Centre as a Service (CCaaS) offering, enhancing customer experience with AI-driven knowledge management.
- The eGain Knowledge Hub™ ensures consistent and accurate information across live and self-service channels, improving agent efficiency and customer satisfaction.
- This partnership underscores TELUS International’s commitment to delivering innovative, end-to-end digital CX solutions that foster lasting customer relationships.
TELUS International, a leader in digital customer experience (CX) innovation, has announced a partnership with eGain Corporation, the premier AI knowledge platform for customer service. This collaboration integrates the eGain Knowledge Hub™ into TELUS International’s Contact Centre as a Service (CCaaS) offering or as a standalone customer self-service option, providing trusted answers and personalised guidance.
Ensuring consistent experiences across live and self-service customer channels
Modern knowledge management is crucial for ensuring consistent experiences across live and self-service customer channels. The eGain Knowledge Hub™ for TELUS International combines essential components—content management, profiled content access, generative and conversational AI, search methods, and knowledge analytics—to deliver reliable answers. A key feature of the Knowledge Hub is eGain AssistGPT™, which provides accurate and compliant answers to both agents and customers.
“In the world of customer experience, knowledge is power and an intuitive and AI-fuelled 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 Digital Solutions at TELUS International. “Through our partnership with eGain, we’re able to provide our clients with a best-in-class AI knowledge solution that prioritises customer satisfaction. Whether through our CCaaS offering or other digital CX services, we are committed to working with providers who share our passion for delivering unparalleled, end-to-end solutions that foster lasting customer relationships and delight.”
In the world of customer experience, knowledge is power and an intuitive and AI-fuelled 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.
Paul Egger, Vice President of Digital Solutions at TELUS International
The eGain Knowledge Hub™ for TELUS International ensures consistent, positive experiences across live and self-service channels. Its modular architecture allows for customisations tailored to each brand’s unique requirements, enhancing agent efficiency and optimising self-service options.
Accurate and up-to-date information
Live contact centre agents benefit from accurate and up-to-date information, fostering positive interactions and minimising the risk of brand mistrust. Customers using online chatbots receive consistent responses aligned with live support, ensuring uniformity across touchpoints. Each interaction is tailored to the customer’s needs, providing natural and personalised responses that lead to deeper engagement and greater satisfaction. Customers seeking quick answers from website FAQs benefit from a trusted knowledge hub that guarantees consistency with information from live support and chatbots, preventing confusion and enhancing the 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. “The eGain Knowledge Hub™ will enable TELUS International to further help its clients deliver superior CX with trusted answers.”
Through this partnership, TELUS International continues to lead in delivering innovative digital CX solutions, reinforcing its commitment to excellence and customer satisfaction.
About TELUS International Philippines
TELUS International Philippines, a leading provider of digital customer experience (CX) and business process outsourcing (BPO) services, has been a key player in the Philippines since 2005, with multiple state-of-the-art facilities across Metro Manila and Iloilo. Renowned for its employee-centric approach, the company offers extensive training and career development opportunities, earning it recognition as one of the best companies to work for in the country. By integrating advanced AI, machine learning, and automation, TELUS International Philippines delivers exceptional customer experiences, highlighted by its partnership with eGain Corporation to enhance its Contact Centre as a Service (CCaaS) platform. Committed to social responsibility, the company actively supports local communities through various education, health, and environmental sustainability projects. As a preferred partner for businesses seeking digital transformation, TELUS International Philippines combines robust infrastructure, a talented workforce, and forward-thinking strategies to drive innovation and excellence in the BPO industry.
