eGain Corporation

eGain Corporation
  • 1252 Borregas Avenue
  • Sunnyvale CA 94089
  • USA
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Profile

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
  • 30% improvement in NPS (Net Promoter Score)

Product Description

 

eGain Solve Suite for customer engagement powers connected, easy customer experience across all touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics. With rich, out-of-the-box capabilities, based on 20 years of domain experience and an easy consumption model, eGain Solve is designed to generate quick business value.

Highlights:

Digital-first, omnichannel desktop

- Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone

- Contextual offers and notifications


AI everywhere

- AI for self-service, including virtual assistant, process guidance for agents, contact routing, and decision support


Hyper-personalized knowledge

- Single-sourced content management with multi-step approval workflow

- Personalized and auditable publishing of policies and procedures

 

Connected Analytics

- Rich, out of the box reports and configurable dashboards

- Operational Analytics

- Journey analytics for A/B testing

 

Collaboration built-in

- Click-to-ask collaboration for advisors

- Click-to-suggest knowledge sourcing

 

To learn more about eGain, visit http://www.egain.com/.

 

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.

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