What Analysts Say About eGain Solutions
eGain clients’ messaging volumes are growing by 100 percent every year!
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Conversation Hub.
eGain’s novel Bring Your Own Bot (BYOB)™ architecture allows businesses to easily plug in their own bots where desired in the messaging journey. At the same time, those who want a turnkey solution for conversational automation can activate eGain’s Virtual Assistant. Conversation control can be handed off seamlessly across multiple bots and human agents, while delivering a smart experience to consumers.
Unlike point solutions and API tool kits, the eGain Conversation Hub offers a complete set of capabilities for messaging-based conversational automation.
Interactive and push experiences via web chat, in-app messaging, Apple Business Chat™, Facebook Messenger™, Google’s Business Messages, SMS, and WhatsApp. Open APIs to quickly connect via new messaging touchpoints.
Bring Your Own Bot (BYOB)™ architecture to plug in proprietary and third-party bots and to tap into new flexible workforce models like gig agents and crowdsourced experts.
AI-powered routing based on real-time conversational analytics, customer preference and business context, enhanced with machine learning.
Guided conversations with built-in Virtual Assistant, AI, and Knowledge for accurate and consistent handling of customer queries.
Rich customer experiences with payment support, deep links, structured response, map, and search. Solution automatically adapts to channel-specific features. Process guidance knowhow maintained without IT involvement.
Granular, connected analytics to optimize conversational effectiveness and operational efficiency.
Offer intelligent, proactive messaging
Businesses can effortlessly launch intelligent, personalized outbound notifications from it. A large credit union sends proactive messages to 8 million customers through eGain, based on 360-degree context of the customer across the contact center, digital channels, and branch offices.
Automate conversations, but augment with human assistance
Equip agents to deliver truly omnichannel experiences
- Chronological, omnichannel conversation stream for agents
- 360 view of customer history
- Ability to manage interactions from within the advisor desktop
- Flexible real estate for new platforms
- Access to one-click knowledge and guidance through eGain Solve
- Plug in an eGain or third-party chatbot
- Add channels in minutes
- Configuration through the user interface (UI)
- No IT help required
- Uses each channel’s native capabilities
- Support for multimedia formats
- Security certification; privacy controls
- Reporting and analytics
- “Sticky agent” feature to connect the customer to the same agent again