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eGain Analytics

eGain Digital+AI Day 2017

Measure. Analyze. Transform

eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

eGain Analytics includes:

  • Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
  • Knowledge Analytics™ provides insight for eGain’s knowledge and A.I. applications.
  • Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
  • Journey Analytics™ captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts.

All this capability is delivered in a solution that’s easy to deploy, manage, and optimize. Built to work with the award-winning eGain Customer Engagement Hub™, as well as leading Call Center technologies such as Cisco UCCE and Avaya CMS, eGain Analytics provides true Omni-channel management.

 

 

Know the business inside and out

Measure performance by agent, queue, call type, category and more. The highly flexible report builder wizard allows data to be grouped, sorted, sliced-&-diced by a number of business hierarchies for a 360 degree view. Contact center managers gain visibility of a host of data, with contact volumes, abandon rates, response times and service levels being just the tip of the iceberg. Knowledge managers gain visibility of article views, feedback, search behavior, contact deflection and a whole lot more.

Operational management in real-time

Make complex and real-time changes within Cisco UCCE and other Cisco solutions without requiring technical skills. Agents, teams, skill groups, call types, precision queues, sites, routing variables and outbound campaigns can all be provisioned and maintained from Operational Analytics™. Manage resources throughout the day in real-time and schedule future resources which will become active when required. The powerful security model ensures fine-grained access control and auditing.

Understand the customer’s journey

Use Journey Analytics™ to measure visits to the website. Determine visitor volumes, durations, page views, repeat visits and churn rates, together with custom measures such as basket value or customer satisfaction.

As easy as pie charts

Define and refine reports using an easy 6-step wizard. Reports can be created once and shared with other users, with granular access permissions ensuring that each user only sees data appropriate for them.