customer service decision-makers consider good CX as critical to their company’s success
or more of customer service interactions will include video by end of 2015
executives rated their organizations as subpar in the capability to have a single view of the customer
The new “multichannel” customer wants to do business 24×7 and through any one of a range of interaction channels. Moreover, the new customer expects you to remember past interactions regardless of channel and provide consistent service across channels for a superior service experience. How do you meet customer expectations that keep increasing on an IT budget that keeps shrinking? How can you provide the multichannel, multilingual, “always-on” service that customers expect, the scalability that the extended contact centers of today require, and the easy monitoring and troubleshooting that your team demands?
In this environment, technology choices are more important than ever. eGain can help you cost-effectively transform a traditional call center, help desk, or web customer service operation into a multichannel Customer Engagement Hub (CEH). Based on the Power of One™, the concept of one unified platform for customer interaction and knowledge management, a CEH will enable you to do the most you can with your budget.
You will be surprised by how well it addresses your worries about total cost of ownership (TCO) and buying, maintaining, integrating and extracting business value from enterprise customer service and contact center software.
Harness the Power of One with the eGain CEH Platform™, the only way to add channels at very little cost:
Start big or small, add channels as dictated by your budget and customer service roadmap; a CEH can enable all kinds of customer interaction initiatives:
Provide agents and customers two-way access to existing data and content assets:
Continue to get value from the web-services based customer service innovation platform:
The more interaction channels you have, the more important it is to support them with the same information, best practices, and metrics. At the heart of every successful multichannel customer interaction hub is common infrastructure that is open, robust, and designed for growth. This infrastructure lets you present a single face to your customers and to recognize and know them at every contact point.
Multiple interaction channels can be set up easily and managed well if they are built on a common platform and share:
Completely modular, eGain applications can be deployed one application at a time or all together. Deployment options, too, are flexible: They can be deployed on-demand on eGain’s hosted network, installed in-house to be managed remotely by eGain, or be completely set up and managed in-house.