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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.)
Popular Articles

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