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Contact centers
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Challenges
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Improve customer
experience and loyalty. |
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Do more with
less, enhancing contact center performance
and sales, while controlling customer
service costs. |
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Improve operational
metrics within and across all interaction
channels that are aligned with the goals
of the contact center. Examples include
number of interactions handled by agents
(e.g. contacts per agent-month), First-Contact
Resolution (FCR), Average Handle Time
(AHT), Total Handle Time (THT), call
wrap-up time, Average Speed of Answer
(ASA), call abandonment rate, IVR completion
rate, number of escalations, service
level compliance rate, etc. |
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Enable intelligent
upsell and cross-sell to turn your contact
center from a cost center into a profit
center. |
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Provide multiple
interaction channels to customers and
offer web self-service, web chat, and
email beside traditional phone and paper
communication. |
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Offer convenient,
consistent service through all channels.
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Create a complete
view of the customer at every interaction
point. |
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Manage service
levels across all channels. |
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Ensure "best
practice" process standardization
across channels and agents. |

eGain solutions
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Unique service
management platform to provide common
infrastructure to multiple interaction
channels. |
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Best-of-breed
tools for managing and automating email,
web, paper, and phone interactions.
These tools can be implemented in a
modular fashion, while leveraging the
customer interaction hub (CIH) architecture
through common business logic, knowledge
base, and agent administration capabilities. |
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Platform easily
integrates legacy customer data with
multichannel service interactions so
that agents get a common view of the
customeracross service, marketing,
billing, and account details. |
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Integrated
analytics to track service levels and
manage agent performance across phone,
email, and web channels. |
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Patented Inference
reasoning engine combined with workflow
modeling to capture and standardize
contact center processes so that "every
agent can be as good as your best agent." |
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Configurable
data adapters link into marketing and
customer databases to guide service
conversations to upsell to customers. |
Customer successes
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"eGain Knowledge has proved to be the single largest
contributor to the operational efficiency
that we have achieved in our contact
centers."
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"In the increasingly complex world of mobile phones,
our agents are more confident in answering
customers' inquiries. In turn they provide
better service to our customers."
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