Today’s customers are omnichannel, and they want easy, connected, and smart experiences across self-service and the contact center. Avaya and eGain, Gartner MQ leaders in contact center infrastructure and knowledge management respectively, are delivering a world-class solution to address this market need and opportunity.
The eGain-Avaya joint solution—eGain Solve for Avaya—consists of the following:
Agents: Get a 360-degree omnichannel customer view from Avaya Oceana desktop. Find answers to customer questions by simply clicking on a “Solve” button in Oceana. Knowledge and AI capabilities in eGain Solve guide agents to answers or through next steps that are compliant with regulations or organizational best practices in the service process.
End-customers: Get smart, knowledge and AI-guided self-service, and escalate to agent-assisted service with full context for a connected experience, as well as fast, accurate answers from agents.
Business: Get quick value from the solution through eGain Quick Value Services™ across the entire value creation lifecycle—consult, try, buy, deploy, operate, and optimize.