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eGain

eGain is the industry’s leading multichannel customer engagement software suite. Rated #1 by analysts and trusted by some of the biggest brands in the world, it helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. eGain’s cloud-based customer engagement hub (CEH) will enable you to sell smarter, serve better, and know more. The CEH consists of modular, best-of-breed applications, built on a one-of-a-kind customer engagement hub platform, eGain OpenCEH™ Platform. The apps combine 360-degree customer context, intelligent process guidance, and actionable knowledge to foster deep customer engagement and enhance every interaction. Moreover, the web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

  • eGain SuperChat™ empowers businesses to proactively engage customers beyond text chat with unified auto chat, video, voice, and cobrowse. Superchat also allows consumers to hop across media channels or use them together, for instance, video chat and cobrowse. Also, businesses can easily set up rules to offer contextual assistance without IT assistance.
  • eGain Social Experience Suite™ is a complete, one-of-its-kind solution for integrated social customer service, knowledge harvesting, reputation management and community management. Unlike alternatives, it is comprehensive, blended with other intereaction channels, and designed for enabling best practices in social customer service.
  • eGain OpenCEH™ Platform is a common platform for managing service processes and knowledge across multiple channels, contact centers, and departments.
  • eGain Adapters™ provide certified integrations with leading business, call center, content, email, and social media software.
  • eGainWeb Services API™ enables customer and partner innovation by customizing, extending, and leveraging eGain OpenCIH™ Platform capabilities
  • eGain Widgets™ (Mobile and Web) consist of a range of powerful, lightweight mini-applications that enable “always-on” access to the interaction capabilities and vital business information and content in your eGain deployment from mobile devices and web interfaces.

 

FEATURES

Key features

Graphical workflows to easily route and track tasks

Powerful service resolution capability to help agents resolve complex issues quickly

Knowledge base, interaction records, users and user groups, reports, dashboards, and real-time monitors shared by products

Custom-created activities and fields to match the needs of any business

Pre-built adapters for easy access to information in external data and content sources and email systems

Specialized consoles for agents, social media managers, supervisors, managers, business analysts, knowledge authors, and administrators

The CEH Advantage

Woo, wow, and keep customers by making it easy for them to do business with you

Establish and extend competitive advantage by offering better customer experiences

Dramatically reduce interaction costs and increase sales

Deploy new interaction channels at very little cost

Maximize contact center productivity, service consistency, business process efficiencies, and self-service adoption