Deliver memorable experiences at every customer touch point. Grow your contact center into a knowledge-powered multichannel customer interaction hub
| The days of phone-only customer service are long gone. Your customers want choice. They want to be able to call, email, chat, and even find answers |
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on their own. As for you, in today’s hypercompetitive environment, customer service is the only sustainable differentiator. delivering memorable customer experiences is, therefore, both an imperative as well as an opportunity. That is the reason why leading companies have started to transform their contact centers into customer interaction hubs that enable better customer experiences while reducing support costs.
If you already have Cisco Unified Contact Center Express installed in your contact center and are looking to quickly add more interaction channels, eGain is the right solution for you. The Cisco-eGain solution provides pre-integrated, best-in-class functionality across phone and web channels for world-class customer service and rapid return on investment (ROI). It gives you a multichannel customer interaction hub (CIH) where resources such as knowledge, workflows and business rules, customer information and interaction history, users, and reports
are common and used by all interaction channels. A CIH is a win-win for you and your customers—you have to set up infrastructure just once for all channels; customers get the same high-quality service at every touch point.
eGain 10 is the industry's only unified customer service and knowledge management software suite. Rated #1 by analysts and trusted by leading companies worldwide, eGain 10 helps businesses engage, acquire, and serve customers through multiple interaction channels. It offers modular, best-of-breed applications built on a one-of-a-kind customer interaction hub platform, eGain® OpenCIH™ Platform, which provides 360-degree customer context and actionable knowledge to enhance every customer interaction.
Applications in eGain for Cisco Unified Contact Center Express include:
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eGain® CallTrack™ for enabling case management for phone calls. It includes the ability to offer callback options (click to call) to website visitors. |
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eGain® KnowledgeAgent™ for enabling knowledge portals for agents. |
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eGain® Chat™ for enabling agents to offer chat assistance on websites and mobile devices. It
includes the ability to push web pages to the customer. |
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eGain® Mail™ for effectively handling large volumes of customer emails and web form submissions. It includes support for SMS and fax inquiries. |
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eGain® SelfService™ for setting up web self-service portals for customers |
All-in-One Solution for the Multichannel Customer
eGain for Cisco Unified Contact Center Express is a comprehensive solution that enables businesses to seamlessly extend their Cisco phone infrastructure to include email, click-to-call, chat, call tracking, web self-service, and agent knowledge portals. The hub approach enables a 360-degree view of the customer across phone and online channels, while ensuring end-to-end interaction tracking and consistent answers through the unified multichannel knowledge base.
Best of Breed for World-Class Customer Interaction Management
With eGain for Cisco Unified Contact Center Express, businesses don't need to sacrifice bestof-breed functionality for cross-channel integration. eGain's solutions for web customer service have been rated #1 by premier analysts like Gartner over the years. Moreover, organizations can go with the complete suite or take a modular approach, depending on their business goals and priorities.
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