Customer experienceDigital engagement

eGain rated #1 yet again in digital-first customer service capabilities!

Group of people clapping - eGain rated #1 in digital-first customer service capabilities

It was Forrester’s turn this time around. You may know that we were rated the undisputed leader in the Gartner Magic Quadrant on Web Customer Service before it was consolidated into a broader space. We had since continued to innovate, getting the top combined score for digital engagement and knowledge management in Gartner’s Critical Capabilities Report on Customer Engagement (September 2019).

Forrester just agreed with that assessment and recognized our relentless innovation with a top rating in “current offering” (aka product capabilities) for us in their latest New Wave report on digital-first customer service.

Products from 13 vendors were evaluated on seven dimensions (shown in the table below) to evaluate their current offerings. The assessment process included detailed analysis of features and conversations with clients, among other things.

Here are a couple of quotes from the report:

“eGain provides world-class knowledge management that fuels self-service and agent-assisted experiences.” 

“eGain has a mature agent desktop, powered by robust knowledge management that automates activities and guides agents with next best actions.”

We totally agree plus we bring over two decades of best practice experience to deliver quick business value, which is what you have all been searching for! So, why settle for anything other than the fastest and the best? Talk to us today to get going!