destinationCRM.com — CRM Buyer's Guide
1252 Borregas Avenue
Sunnyvale CA 94089

PH: +1 800-821-4358
FAX: +1 408-636-4400
Visit their Web site: www.egain.com

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eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. With rich, out-of-the-box capabilities, based on 20 years of domain experience and an easy consumption model, these applications are designed to generate quick business value. To find out more about eGain, visit http://www.egain.com/.


Value highlights:

  • 100% improvement in speed to agent competency
  • 200% increase in digital client onboarding
  • 43% reduction in agent training time
  • 37% improvement in FCR (First-Contact Resolution)
  • <1% Agent churn, while expanding to 11 countries
  • 60% deflection of agent-assisted service to self-service
  • 38% reduction in unwarranted product returns or exchanges
  • 20% improvement in NPS (Net Promoter Score)
Product Description

eGain is the industry’s only unified customer engagement and knowledge management software suite. Rated #1 by analysts and trusted by leading companies worldwide, eGain helps businesses engage, acquire, and serve customers by delivering easy customer journeys. Modular, best-of-breed applications—built on a one-of-a-kind customer engagement hub platform, eGain® OpenCEH™ Platform—combine 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. Moreover, the web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

Whitepapers, Archived Webcasts and Sponsored Content
  • Knowledge Agent
    eGain KnowledgeAgent™ lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction. Powered by the patented eGain Multisearch™ knowledge access technology, eGain KnowledgeAgent brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities, and flexible look and feel—all behind a single search box—for distinctive, on-target customer service.
  • Web Self-service
    eGain SelfService™ enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents. Powered by the patented eGain Multisearch™ knowledge access technology, innovative user interfaces such as brand-aligned avatar chatbots, and UI templates, eGain SelfService brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities, and flexible look and feel —all behind a single search box—for distinctive, on-target self-service.
  • Virtual Assistant
    eGain Virtual Assistant™ is a life-like, conversational agent providing an interactive and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week. A customer simply chats with your assistant, and the assistant acts as an agent, providing answers, processing data, and solving customer problems. eGain Virtual Assistant provides frontline support so your customer service staff can concentrate on more complex tasks.
  • Chat
    eGain Chat™ enables you to offer real-time chat assistance to website visitors. Agents can exchange text messages, files, web pages, and knowledge base articles with visitors to answer their queries, proactively as well reactively. Rated #1 by analysts, it is the industry’s only chat product to have been proven in both on-demand and on-site deployments for more than a decade.
  • Email Management
    eGain Mail™ is the industry’s leading email response management application. A mature, award-winning product, it enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters.
This company is listed in the following categories:
AnalyticsCloud-based CRMConsumer Packaged GoodsCustomer Service/Call Centers
EducationEnterprise CRMFinancial Services/BankingGovernment
SMB/Mid-market CRMSocial CRMSports/EntertainmentTechnology
Articles Mentioned
eGain Integrates with Facebook Messenger for Customer Support Chat
Consumers can initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger. (Featured on SmartCustomerService.com.)
NewVoiceMedia Names New President
Dennis Fois takes over as president and chief operating officer.
What Companies Can Do to Reduce Customer Effort
You need to make transactions frictionless to keep customers coming back
eGain Launches Solve for Cisco
eGain Solve for Cisco helps contact center agents using Cisco Finesse deliver a connected digital experience with AI knowledge, proactive digital engagement, and connected analytics. (Featured on SmartCustomerService.com.)
Cost Considerations Become a Top Concern
As products largely become commoditized and differentiation is harder to come by, cost clearly is setting some vendors apart in 2017.
Majesco Partners with eGain
Alliance will embed eGain's knowledge-guided digital service capability in Majesco's DigitalConnect solution
6 Ways to Improve Your Customer Service for Millennials
Here's what they expect—and how you can deliver
Do You Feel Your Customers' Pain (Points)?
A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief.
SIO Emerges as a New Contact Center Segment
Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.
eGain Expands Speech Analytics Capabilities with Exony Acquisition
The acquisition of Exony adds to eGain's contact center management and voice analytics. (Featured on SpeechTechMag.com.)
8 Elements to Delivering Delightful Customer Experiences
Multichannel customer journeys can make or break your business.
The 2014 CRM Service Leaders
eGain Knowledge Certified for Use with SAP CRM Interaction Center
Integration between SAP and eGain Knowledge lets users search eGain's knowledgebase from within their SAP CRM systems.
Case Management Takes a Dynamic Turn
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
From Woeful to Wow in Online Customer Engagement
A journey-based approach for better sales and service.
eGain Releases SuperChat
The proactive customer collaboration solution unifies auto chat, text chat, video chat, click-to-call, and cobrowse capabilities.
Twitter: Hearing 140 Million Voices
It's easier than you think to make sense of Twitter.
4 Keys to Customer Service Excellence
Assess—and act on—your strategic intent for optimum results.
The 2012 Service Leaders
Deliver on Your Customer Service Brand Promises
Six ways to make promises you can keep.
Cisco Unified CCX Gets Cross-Channel Upgrade
eGain adds its multichannel software, opening the Cisco platform to mid-market firms.
Improving Customer Service in Midsized Businesses
Tips for tackling seven key SMB challenges
eGain Introduces Sales Offers for Facebook
eGain Offers enables businesses to personalize Facebook fan page experiences in minutes with targeted coupons and proactive help.
eGain Debuts Cobrowse for Smartphones and Tablets
Tool enables secure form-filling assistance for mobile customers.
eGain Launches Interactive B2C Sales and Marketing Software
Suite integrates the Web, social, and mobile capabilities.
Attributes of IT-Friendly Software for Multichannel Customer Service
Look for these traits to keep both your business and IT organizations happy
The 2011 Service Leaders
The 2011 Rising Stars
eGain Introduces All-In-One Search for Customer Self-Service Experience and Multichannel Contact Center
eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box.
eGain Launches eGain Social Experience Suite
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
Anybody's Bot
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
11 Tips to Conquer Contact Centers
If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
Re:Tooling — Email Management: You've Got Mail
Despite fits and starts, many still believe email management solutions can deliver on their promise.
Learn to Innovate by Unlearning
True innovators jettison some "best" practices in favor of first practices.
RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
Finding the Value of Findability
Knowledge management is the path to content management success.
Web Self-Service Will Make You Great
Five surefire ways to increase adoption among customers and contact center agents.
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Market Focus -- Telecommunications: Bundled Offerings, Better Retention?
As service providers expand their combined multimedia packages, customer service requires attention.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
The need for knowledge now permeates the enterprise.
The Next Evolution of SaaS?
eGain's new "solution-as-a-service" delivery model looks to kick SaaS up a notch.
Beyond Search
Multimodal knowledge access will improve customer experience and contact center agent effectiveness.
Companies Catch the Customer Experience Wave
New research from Forrester unveils the top vendors for companies yearning to achieve experience-based differentiation.
Break the Rules to Win in Customer Service
Out-innovate the competition in 9 contrarian ways.
Calling It Quits
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Tech Solution: Email Management Tools
Business Problem: Subpar email response forces unhappy customers to live agents.
Jumping Into the SaaS Pool
It's no longer a matter of just testing the waters: Large enterprises are making a splash with software-as-a-service CRM.
Talisma Acquired by nGenera
The relative newcomer -- a provider of "business-innovation platforms" -- looks to add Talisma's customer-interaction software to its rapidly expanding platform.
Make Your Contact Center Emotionally Intelligent
5 best practices to help you get there.
Microsoft Goes Automated With its Service Agent
The release marks another contact center-specific offering available now from the software giant, and underscores a future move to make inroads with large-scale, more complex contact centers.
The 2008 CRM Service Awards: Web Self-Service
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
The 2008 CRM Service Awards: Web Interaction Management
A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.
A Sly Partnership for ClickFox and Talisma
A new integration between Talisma Corp. and ClickFox will bring analytics to bear on the customer experience.
Always On
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Want Superior Customer Experience in Your Contact Center?
Start with superior agent experience.
Transform Your Contact Center Into a Profit Center
Innovations and contemporary best practices.
Help Them Help Themselves
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
The Dead Pool: E- and Phone Service
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
Yackety Clack
Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.
THE 2007 Service Leaders, Part 1
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Nine New Treats From eGain
The vendor makes available its newest upgrade to its Service suite, which features nine new applications catering to self-service, assisted service, and process automation.
Knova Software Gets Personal
Knova 7 is part of the company's efforts to move from its traditional SRM space into the broader area of managing the customer experience.
KANA Leads Forrester's E-Service Suite Wave
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
A Slow Q1 for Customer Service Software
Low revenue, customer adoption, and product-activity levels indicate a loss of short-term momentum in a long line of steady growth.
Acquisition Predictions
Oracle's plan to acquire fallen CRM star Siebel Systems begs the question: Which company is next?
Email Response Times Lag Still
Companies are undervaluing the channel as more customers seek support.
Knova Knows Knowledge
A guide to knowledge-enabled CRM applications puts the company's solutions on top.
June 28, 2005
Aspect Communications launches Uniphi Suite 6.1; Siebel and IBM reach an agreement; Aprimo has a new CFO; and more.
ABG Scores Web Self-Service Vendors
RightNow Technologies and Knova Software play alone in the leaders category, while others fill the Top 10.
SMBs Are Shopping For ERP and CRM Solutions
The market remains fragmented, so leading vendors must drive home the value of offerings to command market share.
Making a Clear Connection
Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
E-Service Providers Ride the Forrester Wave
Leaders include eGain, iPhrase, KANA, and KnowledgeBase, with RightNow and ServiceWare designated as strong performers.
Siebel Enchants Gartner's CRM CSS Magic Quadrant Again
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
March 23, 2005
Trover chooses Nuasis; Xdrive implements eGain; Opus Group has a new vice president of development; and more.
ABN AMRO Banks on e-Service to Boost Customer Satisfaction
The global bank revamps its online experience and improves contact center interactions as a result.
Statistically Speaking
As a result of the relocation of more than 3,000 call centers from the United States by 2008,130,000 agent positions will be eliminated, according to Datamonitor.
CRM Companies Have a Strong Presence in Deloitte's Fast 500
Communications and analytics specialists lead the way in a solid showing of rapidly growing CRM firms.
Wires: News and Technology for October 15, 2004
ATG introduces Adaptive Customer Outreach; Cognos strengthens Deloitte relationship; SAP releases ad management tool tested at WaPo; and more.
12 Ways to Boost Productivity
Managers are always searching for ways to spur productivity that will balance the needs of the customers, the agents, and the company.
Wires: News and Technology for September 3, 2004
INSCI released WebWare ActiveMedia 5.5; Cubistix launched its CRM Front-End 2.0 product; and more.
Missed Opportunities and Bad Service
There's a high correlation between poorly delivered email support and [poor] customer loyalty.
Wires: News and Products for August 20, 2004
Trillium Software announced the availability of Trillium Software Discovery Version 4; Convergys introduced its Customer Training For-Profit Solution; and more.
RightNow's IPO Marks the Firm's Passage Into Maturity
RightNow has always been very user-focused, making product decisions based on what existing customers want. As it begins to target larger deals in new verticals, there will be more market-driven development.
Wires: News and Products for July 30, 2004
eGain Communications has announced a global partnership with Wipro Technologies; Initiate Systems made available its Initiate Identity Hub 5.2 a software; and more.
The Week in Review: May 14, 2004
Lockheed Martin has selected Siebel business applications to provide core support of the F-35's Autonomic Logistics Information System; Amdocs announced that Vodafone Hungary has made a contract to use Amdocs Enabler as its new legacy billing system; and more.
New Product Spotlight: April 7, 2004
eGain announces integration with Aspect; Omniture releases SiteCatalyst 10; MicroStrategy launches MicroStrategy Office; and more.
The Strategic Value of Knowledge Management
KM has irrefutable value beyond the contact center.
Multichannel Customer Service Done Right
Deliverer service consistency and value-based service, and streamline customer service processes, among other actions.
Siebel's New Challenger
Based on the Gartner eService Suite Magic Quadrant, a methodology that measures both a company's completeness of vision and its ability to execute that vision, Siebel remains the lone leader in the this arena, while RightNow has emerged as the lone challenger.
The Week in Review--4/4/03
Allied Business Intelligence projects the speech recognition market to increase to $897.8 million in 2003, up from $677 million in 2002; Oaktree Systems announced today it has hired a new CEO, Chris Lynde.
The Week in Review--2/13/03
The HDI 2002 Salary Survey; Egain's new customer service--management software release; Epicor's Clientele Customer Support 8.1 is now available; Clear Technologies and Harte-Hanks announce exec promotions/appointments.
Web Self-Help Wins
Contrary to the speed-to-resolution factor associated with call center agents and their ability to quickly answer customer queries, customers are spending more time on the Web because the tools they are using to find their answers are working.
CRM News In Brief
SAP AG this week appoints William R. McDermott; NativeMinds Inc. has appointed four executives to aide in the company's growth; Help Desk Institute and Robert Half Technology, launch the HDI Career Center.
Taking A Bite Out of Crime in Florida
Federal, state, and local governments have discovered the benefits of CRM and are using it to interact with and serve their constituencies.
AMR: State of the CRM Union
To this end, AMR released a report entitled, 'It Was the Best of Quarters, It Was the Worst of Quarters,' detailing CRM vendors' rocky financial performance in Q1 this year. On the upside, CRM vendors did a noble job of pulling out decent numbers in what is arguably the slowest-selling quarter of the year, according to AMR.
Solutions of the World: Part II
Through economic woes and political upheaval, CRM continues its march around the globe.
Part V: Self-Service CRM: Where To Go Next?
Self-service CRM can harm as well as help your business.
Enterprise Commerce Management
AMR analyst Lindsey Higgs explains how Enterprise Commerce Management could ease the pain of front- to back-office integration
Campaign Management Software: A Comparative Analysis

Charlotte, N.C.-based Quaero, a marketing analytics and automation provider, has released its second annual report, Campaign Management Software: Comparative Analysis. Quaero says this report will better assist companies that are choosing a campaign management software solution.

A CRM Starter Pack: Strategic Steps to Success
Despite CRM failure rates as high as 80%, application providers continue to sell CRM as the ultimate solution for business success. While CRM offers neither salvation nor snakeoil, consultant Carol Eberhardt offers ten factors your company should consider in order to reap the greatest benefits from a CRM initiative.
Customer Service Award: Trip.com
Online travel purveyor Trip.com uses Brightware's e-mail management software to keep responses running on time.
Turning Your Call Center into an Interaction Center
A look at how the new customer interaction centers fuses existing call center technologies with new Internet technologies, resulting in a flexible and fully integrated solution.
Turning Call Centers into Interaction Centers
Adding interactive technologies to your call center will improve customer service, build loyalty and powerfully coordinate your customer service resources.
Making Sense of e-Mail Management Software
Demand for e-mail management solutions is being driven by the recognition that companies must embrace e-mail as a mainstream channel as the number of consumers using it increases exponentially.
Online Self-Help Grows Up
An examination of the new generation of online self-help technology and how companies are using it to increase the bottom line.
Online Self-Help Evolves
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Learning Lessons from CRM Failures
CRM vendors, hoping to take control of training and ensure successful software implementations, are leading more end users toward virtual training solutions.
Research Reveals Reasons for Lost Loyalty
A poor understanding of what drives customer loyalty, coupled with a failure to monitor retention rates, is resulting in businesses losing excessive numbers of customers and employees.
eHobbies Delivers Christmas
A case study of eHobbies's successful pre-holiday launch.
The Three Rs Go Virtual
As online training catches on in the CRM world, trainees are taking their seats in front of a computer to learn the basics of relationships, retention and ROI.
Marketing Automation Deconstructed
A look at the variety of marketing automation applications including campaign management, e-mail marketing, personalization engines, collaboration and new product planning.
Customer Service Means More at More.com
More.com, a web-based health and wellness e-tailer, recognizes that great customer service is part of the prescription for success.
eGain: The Hosted Version
An examination of how eGain Mail's hosted option gives companies a state of the art customer service solution without the expensive and hassle of a licensed solution.
Giving Online Customers More
a web-based health and wellness e-tailer recognizes that great customer service is part of the prescription for success.
Gain, No Pain
eGain's hosted e-mail application can take the pain out of managing growth in customer communications.
Popular Articles

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