Sunnyvale, CA (May 11, 2017): eGain (Nasdaq: EGAN), the leading provider of cloud customer engagement solutions, today announced that Gartner has added the company to its May 2017 “Magic Quadrant for CRM Customer Engagement Center.”
The CEC Magic Quadrant “examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs) ranging from the very small (fewer than 20 agents), to the averagely sized (50 agents) and the very large, distributed centers (over 10,000 agents)…
The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated are interaction assistance tools and service analytics dashboards. Ideally, the applications should have tools for both agents and customers, and the vendors should have a clear point of view on how to escalate customer support from self-service to human agents and back again while retaining the context of the interaction for reporting and future customer engagements. The agent tools must be designed to operate seamlessly common development and integration tools, OpenAPIs, common graphical user interface on a common graphical user interface.”
“eGain is no stranger to the Gartner MQ—we have been recognized as a leader in web customer service and eService suites several times over the years,” said Ashu Roy, eGain CEO. “We are pleased to enter the CEC MQ for our new eGain Advisor™ agent desktop, which has been reimagined to make next-gen agents successful.”
The CEC Magic Quadrant report is available for client access at www.Gartner.com.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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. To find out more about eGain software, visit http://www.egain.com/products/
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US),
+44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
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