Today’s customers are digital, and they want easy, connected service experiences through self-service or contact center agents. Cisco and eGain, Gartner MQ leaders in contact center infrastructure and web customer service applications respectively, are delivering a world-class solution to address this fast-growth market opportunity through the Cisco Solutions Plus Program.
McKinsey & Co
75% of S&P 500 incumbents will be gone by 2027
Forrester consumer survey for 2016 CX Index
Only 1% of companies deliver “excellent” customer experience
73% of contact center managers say that the complexity of tech support calls has increased as customers resolve simpler issues on their own
Biggest pain point in customer service: Agents are not knowledgeable and different agents give different answers
With eGain Solve for Cisco Unified CCE, add best-in-class digital self-service, proactive chat, agent knowledge, and omnichannel analytics capabilities to the best-in-class voice capabilities offered by UCCE. A unified, award-winning, end-to-end solution for knowledge-guided digital engagement, it makes customer service easy not only for agents but also consumers and the business.
Agents: Get a 360-degree omnichannel customer view from the Cisco Finesse desktop. Find answers to customer questions by simply clicking on a “Solve” button in Finesse. AI capabilities in eGain Solve guide agents through next best steps that are compliant with regulations or organizational best practices in the service process.
End-customers: Get smart, knowledge-guided self-service and escalate to agent-assisted service with context for fast, accurate answers from agents.
Business: Leverage a flexible consumption model—cloud, on-premise, or hybrid.
eGain and Cisco, collaboration at its best
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Get an eGain-powered customer engagement hub today!
Enhance customer experience, acquisition, and retention. Increase self-service adoption. Improve contact center agent productivity. Increase revenue through upsell and cross-sell at the point of service. Ensure compliance and security in customer interactions. Reduce unwarranted field visits, product returns, and associated costs. Build customer loyalty through brand-aligned customer service.
Serve knowledge everywhere! Use the same knowledge base, and a range of access methods (search, browse, guided help, chatbot), for social, mobile, web, and contact center use.
One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle.
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.
Video Chat, Text Chat, Cobrowsing
Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.
Artificial Intelligence for Customer Service
The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.