Case Study: Global Legal Knowledge Provider achieves 70% contact-center deflection and 30% faster content authoring with eGain Customer Engagement Hub

Global Provider of Digital Knowledge and Legal Services Solutions Makes Knowledge Findability and Authoring Easy With eGain

This global provider of electronically searchable legal and journalistic information serves professionals across legal, risk, corporate, government, and academic markets, with 15,000 employees and customers in over 100 countries. Facing the realities of the digital age—where information is widely available but complex, regulated, and error-intolerant—the company needed consistent omnichannel engagement, accurate search, and streamlined content authoring and maintenance, so it opted to replace multiple point solutions with a scalable, unified customer engagement platform.

The company implemented the eGain Customer Engagement Hub™, including eGain Knowledge+AI™ for centralized, workflow-enabled knowledge authoring, eGain SelfService™ with Guided Help™ to conversationally guide users and reduce escalations, and the eGain Virtual Assistant™ for branded digital engagement. The deployment cut contact center email and chat traffic by 70% and reduced content authoring time by 30% (authors save 2–3 minutes per article), with plans to expand eGain across 15 global locations and the option to migrate to eGain Cloud.