SUNNYVALE, Calif. — Cabinetworks Group, a national privately held kitchen cabinet manufacturer, has selected the eGain AI Knowledge Hub and AI Agent for Contact Center to modernize its knowledge management system and enhance customer service operations. Current Connections, part of the Sandler Partners network, orchestrated the partnership by connecting Cabinetworks with eGain’s knowledge management solutions.

Headquartered in Livonia, Michigan, Cabinetworks is home to cabinet brands including KraftMaid, Medallion, Merillat, and Smart Cabinetry. As the company continues to grow and expand its products and services, Cabinetworks recognized the need to scale its customer service capabilities while enhancing the experience for its extensive customer network and internal teams.

Operating across multiple systems, Cabinetworks identified the need to modernize its customer service approach and recognized that leveraging AI would be critical to supporting its growth strategy. The company sought to move beyond legacy development and document management tools to a best-in-class knowledge management system—one that would empower agents to respond to customer inquiries more efficiently and accurately, while establishing a strong foundation for AI-powered customer experiences.

Through Current Connections’ trusted partnership, Cabinetworks selected eGain’s unified Knowledge + AI solution to replace scattered information sources with a single, governed AI Knowledge Hub. The implementation includes:

• eGain AI knowledge hub: Delivering intelligent search, robust content lifecycle controls, and clear analytics to replace fragmented Word files, chat logs, and informal job aids.
• AI Agent for contact center: Providing agents with contextual, AI-powered assistance embedded directly in their workflows • Five9 and Salesforce CRM Integration: Creating a consistent “pane of glass” for users across communication channels.
• Self-service portal: Enabling Cabinetworks’ customer network to find answers independently and when it’s convenient for them.

The unified knowledge foundation will enable Cabinetworks to provide real-time access to answers for customer inquiries with speed and accuracy. These enhancements will allow the company to optimize its team’s effectiveness and significantly increase the speed and quality of service they provide to their customers.

With knowledge integrated directly into agent workflows through Five9 and Salesforce, Cabinetworks agents will have immediate access to up-to-date information for any of the company’s many brands and products. The planned Self-Service portal will empower customers to resolve common questions independently, improving efficiency across the ecosystem while preserving seamless access to and integration with live, expert support for more complex and time-sensitive issues.

“As we continue to grow and serve more customers, we recognized the need to modernize our approach to knowledge management and customer service,” said Matt Conant, VP of customer experience and care at Cabinetworks Group. “eGain’s AI Knowledge Hub provides a strong foundation to scale our operations while improving service quality. The demonstrations and hands-on experience at Solve ’25 reinforced that eGain understands the unique needs of manufacturers and can help us move from traditional document management to intelligent, AI-powered knowledge—empowering our agents to deliver faster, more efficient support and enabling our customers to get back to what matters most: running their business.”

“Manufacturers like Cabinetworks face unique knowledge challenges—complex product specifications, expansive customer networks, and diverse customer needs all demand trusted, easily accessible information,” said Ashu Roy, CEO of eGain. “Our AI Knowledge Hub, with AI Agent for Contact Center, provides a unified foundation that helps organizations move beyond scattered documents and legacy systems to deliver real-time, intelligent support. We’re proud to partner with Cabinetworks on this initiative, and we thank Current Connections and Sandler Partners for their trusted partnership in bringing this solution to life.”