Your contact center agent workforce comprises mainly of millennials and, increasingly, Gen Z agents. If anyone is digital, they are. They need intuitive, clever tools at work that guide them to the destination (i.e., answers), like a GPS does in a car. Instead, they have desktop tools from the phone-based customer service era, repurposed for the digital age. Based on our Theory of Experience™, a low AX means low CX.
Theory of Experience™: AX + BX + CX = DX
(Agent experience + Business experience + Customer experience = Digital experience)
“Advisor Desktop in 30 Days” service makes it super-easy for contact centers and customer service organizations to implement a digital-first, omnichannel advisor desktop for quick business value.
The eGain advisor desktop includes digital capabilities along with push-button access to relevant knowledge and AI reasoning. The solution has delivered transformational business benefits at scale for blue-chip clients.
Highlights of the desktop are:
- Truly omnichannel—Includes phone interactions and allows escalation between channels
- Infused with knowledge—Personalized, contextual, 360 customer information
- Guided with AI reasoning—Intelligent bubbles, resolution, next steps
- Integrates with external dots (capabilities and data)
- Built-in collaboration, contribution, gamification
- Flexible UI
Available immediately for qualified prospects, “Advisor Desktop in 30 Days” includes the following elements:
- Risk-free adoption with eGain Try+Buy™ consumption model.
- Safe, production pilot in the cloud
- No budget needed and no obligation to buy
- No-charge guidance to quick business value by eGain experts
- Options for A/B testing
- Value expansion roadmap
Companies in banking, financial services, retail, telco, and healthcare have already taken advantage of this approach to create rapid value from their contact centers.