eGain Solve for Amazon Connect, based on the AWS public-cloud infrastructure, powers connected, easy customer experience across all touchpoints. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics, including virtual assistance, through Amazon Alexa. The solution delivers transformational business value, including:
Agent time to competency improvement up to 75 percent
NPS (Net Promoter Score) improvement up to 20 points
FCR (First-Contact Resolution) improvement up to 25 percent
Self-service deflection up to 60 percent
Amazon Connect is based on technology used by Amazon associates around the world to serve and delight hundreds of millions of customers. The smooth integration of eGain Solve and Amazon Connect makes it super-easy for businesses to deliver omnichannel service that is cost-effective, reliable, and scalable.
Digital-first, omnichannel desktop
Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone
AI self-service using Amazon Lex, AI contact routing, and AI process guidance
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.