Phone self-service

Interactive Voice Response (IVR) systems are notorious for frustrating users with inadequate content and the “IVR black hole” syndrome, where the user is trapped in a self-service maze. But the phone continues to be the channel of choice for many customers because of its ubiquitous access. With eGain® IVR™, you can offer phone self-service that is effective and differentiated, yet cost-efficient.

	eGain IVR (Standard) helps handle informational and transactional customer service queries, using the capabilities of the eGain CIH platform, such as the common multichannel knowledge base, interaction records, customer database, and integration with backend systems.
	eGain IVR (Advanced), in addition to the standard solution, includes the Guided Help module, which uses the patented CBR technology of eGain Inference® Reasoning Engine. By enabling interactive dialogs that simulate customer conversations with the best human agents, the module allows businesses to offer self-service for complex interactions that would usually need the intervention of experts. Examples of these interactions include troubleshooting, offering expert advice, and cross-selling and upselling within the context of service.

Reinventing phone self-service
eGain IVR represents a significant advance in voice self-service and its integration with other communication channels. By applying web self-service best practices such as seamless escalation, unified cross-channel content, and CBR-guided interactions to IVR, it redefines phone self-service and increases customer adoption of the channel.
IVR that is as smart as your best agents
eGain IVR uses CBR technology to capture agent expertise in the knowledge base (KB) and prompt customers with appropriate questions in a way that the best agents would, until an answer or the “next best step” is found. Interactions are flexible and efficient, avoiding the rigid and long paths that are so common in traditional IVR scripts. If a business has already implemented an eGain SelfService solution for the web, it can simply extend the interactive process and knowledge base content to the IVR for rapid time to benefit and reduced TCO.

Unified and consistent multichannel experiences
As part of eGain® 10, the top-rated customer service software, eGain IVR enables consistency in the tone, course, and content of conversations across self-service and agent-assisted service through the phone and electronic channels. With eGain IVR, businesses are able to:

	Allow IVR users to access the same information and complete the same transactions that they would be able to accomplish through other channels.
	Offer context-aware escalation to multiple channels, including live agent channels such as phone and chat, and asynchronous agent channels such as email.
	Easily tune and change content and processes across the IVR and other channels with the Author Once™ knowledge base capability.
	Manage performance with powerful multichannel reports across IVR and other channels.

Rapid time to benefit and low cost of ownership
All eGain 10 applications use the same workflows, knowledge base, customer interaction records, and reports. Unified interaction logic and content reduce the setup cost and time associated with IVR and other channels, speeding up time-to-benefit. It also means less complex programming and reprogramming the IVR systems as business processes change. Single-sourcing of content and best-practice interactions leads to low TCO as well.

Flexible deployment options
eGain IVR can be deployed as an on-site, on-demand, or managed solution. If needed, it can be integrated with existing IVR systems that support Voice XML.