eGain announced that SAP has certified the integration of eGain Knowledge with SAP CRM Interaction Center. The solution will enable businesses to harness the combined power of SAP CRM and eGain's top-rated knowledge management capabilities to provide smart, accurate, and consistent customer service. Certified by the SAP Integration and Certification Center (SAP ICC), the integration of eGain 11 Knowledge with SAP CRM Interaction Center 7.0 EHP 1 allows contact center agents to search the eGain Knowledge Base from the SAP CRM agent console and get accurate answers with a simple click of a button.

Agents can find answers through multiple search methods, including FAQs, natural language and keyword search, topic trees, federated search, and guided help powered by eGain's patented Case-Based Reasoning (CBR) technology.