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eGain® Service Suite Now an SAP-Endorsed Business Solution
The provider of cloud and on-site customer interaction software eGain has announced that its Service Suite – including knowledge, chatbot, chat, cobrowse and social applications – is now an SAP-endorsed business solution. The eGain Service Suite integrates with and enhances the SAP® Customer Relationship Management (SAP CRM) application. The integrated solutions will enable personalized customer experiences across interaction channels, including web self-service.
Solutions endorsed by SAP AG are complementary to SAP software offerings, are developed in accordance with SAP development guidelines, and provide additional choices and flexibility for businesses running SAP applications. As part of the agreement between eGain and SAP, both companies will share technology and product roadmaps.
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“Knowledge enablement and multichannel interaction excellence are key components of a sound CRM strategy,” said Michael Maoz, vice president and distinguished analyst, Gartner. “Clients should look for both a good formal knowledge base as well as federated search capabilities. A smart approach is an integrated set of technologies that support key processes and leverage existing CRM and ERP infrastructure.”
