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"eGain
Live Web is a clear leader among solutions
for real-time, web-based assisted customer
service and support. We're proud to
recognize eGain for its technology excellence
with a Product of the Year Award for
2002."
- Nadji Tehrani
Chairman
of TMC and founder of Customer Inter@ction
Solutions®
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Chat
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Live chat software
Are you looking for efficient ways of providing
better experiences to your website visitors?
Studies show that chat is one of 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.
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eGain Chat enables you to offer real-time
chat assistance to website visitors.
Agents can exchange text messages, files,
web pages, and knowledge base articles
with visitors to answer their queries,
proactively as well reactively. Rated
#1 by analysts, it is the industry’s
only chat product to have been proven
in both on-demand and on-site deployments
for more than a decade.
An integral part of the eGain 10™
software suite, eGain Chat integrates seamlessly with
the other social experience, web experience,
and contact center applications in the suite.
It offers endless sales and service |
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opportunities
when combined with companion products, eGain®
Cobrowse™, a web collaboration solution,
eGain® Offers™, a proactive offer
management solution, and eGain® Chatbot™,
a virtual assistant (avatar) solution. eGain’s
chat and web collaboration solutions lead
the industry in maturity, depth, and seamless
integration with other interaction channels.
Provide exceptional online and mobile
customer experiences
eGain Chat is designed for providing memorable
customer interactions on your website and
through mobile devices. Features include:
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Support for most popular
browsers. No client downloads required
for chat. |
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Support for multiple languages |
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Chat console available
as a widget for web tops, desktops,
and mobile devices |
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Web collaboration options
such as the ability to push pages and
share files. Ability to cobrowse web
pages and fill forms together if eGain
Cobrowse is also installed |
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Ability to display special
messages in the case of off-hour requests,
waiting for agent to join chat, error
during chat, exit, or abandon |
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Seamless integration with
other interaction channels such as email
and cobrowsing |
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Ability to print, save,
and email session transcripts |
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Ability to make proactive
offers for assistance, based on rules,
if eGain Offers is also installed |
Effectively handle interactions with
a unified agent desktop
The eGain 360Plus Agent Desktop™ gives
your agents the tools they need to serve customers
in a multichannel world.
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All interactions, regardless
of channel, are part of the common customer
profile and interaction history. This
includes social interactions |
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Agents have the ability
to change their availability settings
for chat and toggle between chat and
email inboxes |
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The common knowledge base, auto spelling
checker, and blocked word checker make
it easy for agents to provide high-quality
responses |
Brand and customize the chat experience
eGain Chat is meant to fit into your website.
Features include:
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Ability to configure look
and feel to match company branding |
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Ability to set up various
types of authentication options |
Easily set up, route, and monitor chat infrastructure
Setting up your chat infrastructure couldn’t
be easier! Administrators get a range of configuration
options, which include the ability to:
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Set up multiple chat entry
points on your website, along with associated
queues. Also, the ability to map quick
links and quick responses to queues |
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Change the number of
chats an agent can handle at a time |
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Use native and external
chat routing engines: |
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OEM
integration with Cisco contact
center products |
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Packaged integrations
with Avaya and Aspect |
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Route chats from queues
to agents in two ways: Assign chats
automatically to available agents using
load balancing. Or, allow agents to
pull chats |
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Force agents to enter a resolution
code for the chat before completing
it |
Flexible deployment options
All eGain products come with the industry’s
most comprehensive set of deployment options.
They can be deployed in the cloud, on-site,
or in a hybrid model. They are also available
as risk-free SLaaS (Solution as a Service)
deployments.
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