Rogue Credit Union expands eGain across the enterprise to sharpen member service and sales as it merges with Members 1st Credit Union
On Jan 20, 2026, eGain announced that Rogue Credit Union is scaling its adoption of the eGain Knowledge + AI platform and AI Agent across both the contact center and enterprise operations. The rollout also includes eGain Sales Advisor, integrations with Microsoft Teams and Talkdesk, and managed services.
For support leaders, the signal is clear: put trusted knowledge and real-time guidance inside daily workflows so front-line teams can deliver consistent, accurate service without the swivel-chair effort. Rogue is making that bet as it prepares for growth through its merger with Members 1st Credit Union.
What changed
Rogue is moving from point solutions to an integrated platform: Knowledge + AI, AI Agent, and Sales Advisor working together across contact centers and branches. The goal is steady, repeatable service quality at scale, with faster onboarding and more consistent sales conversations grounded in member needs.
"Rogue Credit Union's expansion demonstrates the power of integrated knowledge and AI to transform member experiences at scale," said Ashu Roy, CEO of eGain. "As they prepare for an important merger, Rogue is leveraging our platform to ensure consistency, empower their teams with real-time guidance, and deliver the personalized service their members expect."
Why it matters for customer support
- Real-time guidance: MSRs get recommendations and next-best steps during live interactions.
- In-context knowledge: Answers surface inside the tools reps already use-no hunting, less friction.
- Consistency across touchpoints: One source of truth reduces variance and errors.
- Faster resolution: Trusted knowledge shortens handle time and lifts first-contact resolution.
- Quicker ramp for new hires: Guided flows and embedded best practices cut time-to-productivity.
Sales enablement that matches service quality
Rogue is deploying eGain Sales Advisor to capture what top MSRs do well and make it repeatable for every branch employee. The focus is member-centric selling: conversations that prioritize fit and clarity over pressure and guesswork.
"As we prepare for our merger with Members 1st Credit Union, ensuring consistent, high-quality member experiences across a larger, more dynamic enterprise is our top priority," said Amy Durst, Assistant Vice President at Rogue Credit Union. "eGain's integrated platform gives our teams the tools they need to deliver the personalized service our members deserve, while helping us scale efficiently through this important period of growth."
What this looks like day to day
- Guided workflows for common requests (cards, payments, disputes, digital banking) with clear next steps.
- Contextual snippets and policy answers surfaced right where work happens.
- Knowledge-backed sales prompts that align offers with member goals.
- Unified integrations with Microsoft Teams and Talkdesk so handoffs and escalations stay tight.
Practical playbook you can adapt
- Build a single source of truth: Centralize policies, procedures, and how-tos. Retire duplicate docs.
- Embed guidance in the flow: Bring answers into your CRM, telephony, and chat tools-no separate portals.
- Standardize golden paths: Map the top 20 journeys and lock them into guided workflows.
- Measure what matters: Track FCR, handle time, QA accuracy, and onboarding speed. Tie changes back to knowledge usage.
- Keep content fresh: Set owners, review cycles, and feedback loops from agents to knowledge managers.
Who's involved and what's included
- Products: eGain Knowledge + AI, eGain AI Agent, eGain Sales Advisor.
- Integrations: Microsoft Teams and Talkdesk.
- Scope: Contact center and enterprise-wide usage, with managed services support.
FAQ
- What did eGain announce about Rogue Credit Union on Jan 20, 2026 (EGAN)?
Rogue expanded enterprise use of eGain Knowledge + AI, AI Agent, Sales Advisor, integrations, and managed services. - How will the deployment help during the merger with Members 1st Credit Union?
It aims to keep member experiences consistent, provide real-time guidance to staff, and streamline onboarding across the combined organization. - Which products were expanded for contact center and enterprise use?
eGain Knowledge + AI, eGain AI Agent, and eGain Sales Advisor. - What integrations are part of the expanded deployment?
Enterprise integrations with Microsoft Teams and Talkdesk, plus managed services. - How does the platform improve member service?
In-context knowledge, real-time recommendations, faster resolution, and consistent service across touchpoints. - What is the sales enablement benefit of eGain Sales Advisor?
It captures top MSR practices and turns them into guidance so branch staff can run consistent, member-first sales conversations.
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