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eGain Solve for Amazon Connect

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.

Solution highlights

  • Digital-first, omnichannel desktop
    • Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone
  • AI everywhere
    • AI self-service using Amazon Lex, AI contact routing, and AI process guidance
    • Virtual assistant delivers Amazon Alexa-based self-service
  • 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
    • Journey analytics for A/B testing
  • Collaboration built-in
    • Click-to-ask collaboration for advisors
    • Click-to-suggest knowledge sourcing
  • eGain Try+Buy: Risk-free, no-charge production pilot for qualified opportunities