Overview
eGain Corporation (NASDAQ:EGAN) saw its stock rise 3.6% on Monday after Cabinetworks Group selected eGain’s AI Knowledge Hub and AI Agent for Contact Center to modernize its customer service operations. The agreement tasks eGain with consolidating multiple legacy information sources into a single, governed system designed to improve service speed and accuracy.
Scope of the implementation
The implementation package includes eGain’s AI Knowledge Hub and AI Agent for Contact Center, integration with Five9 and Salesforce CRM, and a self-service portal for Cabinetworks’ network of customers. According to the announcement, the unified knowledge foundation will provide agents and customers with faster access to current answers by integrating knowledge directly into agent workflows.
Cabinetworks’ objectives
Cabinetworks Group, which owns the KraftMaid, Medallion, Merillat, and Smart Cabinetry brands, sought a solution to scale customer service capabilities while improving experiences for external customers and internal teams. The company had been operating across multiple legacy systems and identified the consolidation of information and AI-enabled knowledge management as central to its growth strategy.
Matt Conant, VP of Customer Experience and Care at Cabinetworks Group, said the company recognized the need to modernize knowledge management and customer service as it continues to expand its customer base. He described eGain’s AI Knowledge Hub as a foundation to scale operations and enhance service quality.
Operational impact
With knowledge integrated into agent workflows, Cabinetworks agents will have immediate access to up-to-date information across the company’s brands and products, supporting quicker, more accurate responses to customer inquiries. The rollout also includes a self-service portal intended to give customers direct access to answers outside of assisted channels.
Transaction facilitation
Current Connections, which is part of the Sandler Partners network, facilitated the connection between Cabinetworks and eGain’s knowledge management solutions.
Note on scope - The article reflects the announced components and objectives of the Cabinetworks-eGain implementation as stated in the release. It does not include additional assertions or projections beyond the disclosed plan.