What Analysts Say About eGain Solutions
Digital by Default
The flight to digital channels—SMS, messaging apps, chat, cobrowse, social, self-service, and email, to state a few—continues as younger consumers accelerate the trend and phone wait times get horrendously long.
- 3.5 billion consumers use messaging apps to communicate, and this number is projected to swell to 4.2 billion by 2025
- 80% of consumers increased their use of digital channels during the pandemic and 70% say they will continue that level of usage post-pandemic
The eGain Conversation Hub™
Built on eGain’s composable experience platform with a novel BYO (Bring Your Own) architecture, the Conversation Hub allows you to plug in your own bot, desktop, custom channels, or other technology components. Unlike point products and DIY tool-kits, the Conversation Hub offers rich, out-of-the-box capabilities and includes pre-integrations with existing CRM, contact center, and content management systems, enabling quick business value and superior experiences for customers, agents, and business managers alike. It also fully supports features specific to each interaction channel, creating wow stakeholder experiences.
Hypergrowth global fashion retailer deflects up to 90% of contacts on order status, products, returns, and refunds with virtual assistance across multiple brands
digital interactions per year
Multinational omnichannel retailer handles 2M+ interactions per year through digital channels such as virtual assistance, messaging, and chat and digital deflection from the IVR
Mammoth government agency deflected up to 70% of calls with virtual assistance and slashed case handle time by 25%, while providing 400% more taxpayer digital service per hour
Leading insurance carrier automates 55% of chats with conversational bot and deflects 39% of calls with digital self-service
members served proactively
National pharmacy chain and healthcare company provides proactive digital service through over a billion outbound notifications per year to 75M+ members
Customer queries can be routed with AI decisioning, based on context and customer preference, enhanced with machine learning. The Hub can also leverage third-party routing engines. Contextual knowledge, enhanced by Generative AI, is proactively surfaced through the customer journey.
eGain Conversation Hub unifies interactions across channels in the eGain Advisor Desktop™, providing a 360-degree view of customer interaction context to agents. Powered by generative AI and knowledge, the Virtual Assistant proactively guides agents with contextual answers and expertise. In conjunction with the eGain Knowledge Hub, step-by-step guidance can be personalized to agent performance and experience level.
Integrate with Ease
The Conversation Hub integrates out of the box with leading CRM, CcaaS, and content management systems. A rich API library makes it easy to add custom channels, extend its capabilities, and integrate with any system.
Analyze to Optimize
The Conversation Hub comes with built-in analytics to optimize customer interactions, cross-channel customer journeys, and the organization’s knowledge-base for effectiveness and efficiencies. The solution includes A/B testing, best-practice dashboards and reports out of the box.