saved by a financial services company soon after it started to use eGain Chat
more buy by customers who use live chat to interact with the business
chat requests are answered in less than 5 secs on a wireless service provider’s website
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 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 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.
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 will all other eGain products
OEM integration with Cisco contact center products