Telus International and eGain announce partnership

TELUS International (TIXT) has partnered with eGain (EGAN). TELUS International offers the eGain Knowledge Hub as an integrated solution as part of its Contact Center as a Service, or CCaaS, offering, or as a standalone customer self-serve option, proactively delivering trusted answers and personalized guidance. Modern knowledge management plays a vital role in supporting consistent experiences across live and self-service customer experience channels. 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. 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. 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.