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eGain Chat

$2.6 M

saved by a financial services company soon after it started to use eGain Chat

5-25%

more buy by customers who use live chat to interact with the business

90%

chat requests are answered in less than 5 secs on a wireless service provider’s website

super-chat

Why just chat when you can superchat? 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 as 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 11 software suite, eGain’s live chat software integrates seamlessly with the other social experience, web experience, and contact center applications in the suite. It offers endless sales and service opportunities when combined with companion products, eGain Cobrowse™, a web collaboration solutioneGain 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.

 

FEATURES

  • chat-225

Support for all popular browsers on the customer’s desktop

Support for mobile devices and multiple languages

Support for text, and one or both way audio and video chat

Text and video chat transcript can be saved and printed by or emailed to the customer

Display of  special messages and audio alerts in the case of off-hour requests, new messages, while waiting for agent to join chat, error during chat etc.

Chat conferencing allowed between agents, supervisers, and customers in the middle of a session

Visitor details and navigation history are shown to agents to enable informed interactions

Agents can conduct 3-5 chats simultaneously

Easy toggling between text chat, video chat, and email inboxes for blended agents

End-of-chat survey to elicit customer feedback

Canned responses are available to agents to enable quick but well-written messages

Ability to set up multiple entry points for chat with related queues and resources for each

Scalable to suit any contact center or business demands

Completely integrated with all other eGain products

OEM integration with Cisco contact center products