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Not only tracks
but also helps resolve calls and fulfill
service requests, while meeting promised
service levels. |
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Robust management
of agents and content based on automatic
classification of calls and content
usage. |
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Ability
to account for information-only
phone calls in addition to more
complex calls. Information-only
calls from anonymous and non-anonymous
customers and prospects can be
logged, too. |
|
Automatic
and accurate classifications of
calls based on knowledge base
articles used. |
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Effective,
efficient, and consistent resolution
of customer inquiries. |
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Agents
can quickly find real-time customer
information and answers to questions
in existing data and content repositories. |
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Automatic
summary creation and dissemination
through emails, which further
improves customer experience.
|
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Increased
agent adoption through tailored access
methods depending on problem type and
experience level of agents. Flexible
information access methods for agents
to common multichannel knowledge base:
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Standard:
FAQ, search, browse |
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Advanced:
Guided help |
|
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Complete,
"hub" view of all interactions
as an integral part of eGain Service
suite. |
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|
With
other products in the suite, it
enables call tracking that is
unified with other interaction
channels for better customer experience
and internal efficiencies. |
|
Integrates
with existing data and content
assets out of the box through
eGain
Data Adapter™ and eGain
Content Adapter™. |
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