Case Study: Global Digital Knowledge and Legal Service Provider achieves 70% reduction in contact center traffic and 30% faster content authoring with eGain

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

This global provider of searchable legal, news, and business content—serving professionals across legal, corporate, government, and academic markets with 15,000 employees in 100+ countries—needed to modernize fragmented point solutions to ensure consistent omnichannel engagement, accurate search, and error-free content authoring and distribution across geographies and teams.

The company implemented the eGain Customer Engagement Hub suite, including eGain Knowledge+AI, SelfService with Guided Help, and a Virtual Assistant to centralize knowledge, streamline workflow-enabled authoring, and drive self-service. The rollout cut email and chat contact-center traffic by 70%, reduced content authoring time by about 30% (saving 2–3 minutes per article), boosted author productivity, and set the stage for expansion to 15 worldwide locations with an optional cloud migration.