eGain Corporation · NASDAQ:EGAN
eGain — eGain Solve22 (October 2022)
21 slides from eGain's conference presentation, October 2022
Slide 1: Modernizing Customer Care in a Complex Environment
Modernizing Customer Care in a Complex Environment A Knowledge Management Transformation October 2022
Slide 2: Introductions
Introductions Eric Strom Vice President Customer Care Solutions and Strategy Leader 25+ years Customer Care experience Kim Pontecore eGain Knowledge Product Owner Sr. IT Development Manager 15 years Knowledge Management experience 2
Slide 3: About Alight
About Alight 3
Slide 4: Powering confident decisions, for life.
Powering confident decisions, for life. 4
Slide 5: An experienced partner for a global workforce
An experienced partner for a global workforce 25+ 4,300+ 70% Serve year clients of all sizes of the Fortune 100 30M operating history and complexity are clients people Payroll Enrolled 16K+ 50+ capabilities in $544B 9.5M colleagues global delivery 188 in DC assets under in health plans in five conti
Slide 6: Alight's portfolio of products and solutions
Alight’s portfolio of products and solutions Alight Worklife® Enterprise-wide engagement platform Actionable AI Seamless mobile experience Total rewards Professional services Employee communications Comprehensive customer care — Cloud deployment — Cloud optimization — Cloud advisory Available conten
Slide 7: Alight Worklife® care
Alight Worklife® care DIGITAL – FIRST support channels designed to proactively guide customers when they need it the most Powered by the Alight Customer Care Platform ensuring effortless connections, TAILORED EXPERIENCES driven by data and AI consistent experiences and 360-degree transparency. TECHN
Slide 8: Alight customer care by the numbers
Alight customer care by the numbers 92% 8,000+ 16M+ 87% first call resolution customer care agents virtual assistant customer care agent across 25 global questions answered quality locations (full-time and seasonal) 12.5M+ 26M 82% customer minutes saved annual interactions via callback from queue sa
Slide 9: Alight's customer care solution
Alight’s customer care solution Navigational support Retirement counselors Trend analysis Alight Customer Care Platform Customer satisfaction survey Informational content Survivor support Reporting and metrics • Care Portal (internal) Hearing impaired relay service Mid-year changes Executive handlin
Slide 10: Our Transformation
Our Transformation 10
Slide 11: Why a Knowledge Hub was needed
Why a Knowledge Hub was needed — Multiple tools across lines of business and between clients — Current tools didn’t meet needs of all lines of business — Updates take too long to deploy — Lack of single version of the truth — Content navigation not intuitive or user-friendly causing longer hold time
Slide 12: Our strategy & requirements
Our strategy & requirements Provide a single tool, with a single point of entry, supporting most types of content, leading to a reduction in hold time and attrition. Make it Easy! Agent Authoring Technology Easy to access, search, navigate, read Easy to author, publish, maintain, Scale Consistent de
Slide 13: Why eGain?
Why eGain? Wide range of knowledge capabilities — Provide standard portal design while allowing for client branding — Reporting/Dashboards — Ability to share content — Recently updated articles, bookmarks, versioning, personalization, staging etc. Met all critical business requirements — Agent — Aut
Slide 14: Content strategy
Content strategy Content Import Content Redesign Portals — Lift and shift most content from — Used data to determine redesigned — Standard design per portal legacy tools topics — One design template — Supports more rapid deployment — Based on usage/call volume — Flexibility for client branding — Dev
Slide 15: Portal design
Portal design ANNOUNCEMENT Read More Security Guides/DO NOT USE! 15 401(k)/Savings Alight Canada (3 HR Admin/Job Data Annual Enrollment ® Payroll
Slide 16: Topic design
Topic design 16 alight. | sox; Topics Security Guldes/D0 NOT USE! “a0s(ky/Savings alight canada > Annual Enrollment HR Adminjjob Data > Talent & Learn Annual Enrollment ARTICLES 1 available annual Enrollment Pian c SUB-TOPICS Alight Worklife Calls to Take/Transfer Carrier/1D/Payroll Timing wmatit |
Slide 17: Article design
Article design Pazricie What are employee's eligibility rules for AE? What are employee's eligibility rules for AE? What active employees can make elections for AE? hours pool What inactive employees can make elections for AE? Full-time employ : ® a ; nemations! critical iliness benefits nent (outsi
Slide 18: Deployment strategy
Deployment strategy Phased approach Phase # of Portals Strategy — Started development April 2020 1 - 09/2020 100 Large Market – multi-client design — Phase 1 live date Sept 2020 — On phase 6 2 - 03/2021 77 Large Market – single client design 3 - 06/2021 21 Large Market – HR Services Used data to dri
Slide 19: Where we are today
Where we are today 700+ 575K+ 8,600 Portals Articles Users 500+ 5M 16.5M Authors Sessions Searches 2.3M 3 Article Views per Retired Legacy Month Applications 19
Slide 20: In the future
In the future — Providing access to our clients to review content — Integrate! Integrate! Integrate! • Passing data to/from other applications • Search automation • Case management solution • Reporting data warehouse — Agent assist – proactively pushing content Innovate! 20
Slide 21: Thank you!
alight Thank you!