eGain offers Knowledge 5.3. (New Products).eGain Communications Corporation, a provider of e-service software, recently announced eGAIN KNOWLEDGE 5.3, an enhanced version of its knowledge management software that helps enable companies to improve the effectiveness of their customer service operations. Designed to make customer service agents informed and efficient in resolving service inquiries, eGain Knowledge also helps allow companies to establish improved Web self-service sires. Incorporating feedback from largescale knowledge implementations in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. and Europe Europe (y  r`əp), 6th largest continent, c.4,000,000 sq mi (10,360,000 sq km) including adjacent islands (1992 est. pop. 512,000,000). , the new version
of eGain Knowledge includes features for supporting enterprise knowledge
deployments that are used by thousands of customer service agents and
hundreds of thousands of end customers via Web self-service, The
software key new features include community authoring with a flexible
review and publishing s security options to meet the requirements of top
global banks, new links to "unstructured data Data that does not reside in fixed locations. Free-form text in a word processing document is a typical example. Contrast with structured data. See free-form database. " found in
enterprise databases and expanded language support. eGain Know ledge 5.3
supports a process for keeping the knowledge base up-to-date, bringing
together agent-based knowledge suggestions, while preserving a process
for reviewing, editing and approving new knowledge base additions.
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