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"Outstanding service is a competitive
differentiator, and eGain has helped
us gain that edge."
- Milton Santiago
SVP of
Electronic Banking, ABN AMRO
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| Home
> Solutions > Contact centers |
Untitled Document
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Contact Centers
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Challenges
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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. |
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Enable intelligent
upsell and cross-sell to turn your contact
center from a cost center into a profit
center. |
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
customer—across 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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chat dropdown
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