Woo, wow, and keep customers by making it easy for them to do business with you
Establish and extend competitive advantage by offering better customer experiences
Dramatically reduce interaction costs and increase sales
Deploy new interaction channels at very little cost
Maximize contact center productivity, service consistency, sales conversion, and self-service adoption
Based on the Power of One™, the concept of one unified platform for omnichannel customer engagement and knowledge management, an eGain Customer Engagement Hub (CEH) enables dramatically improved customer experience, end-to-end engagement efficiencies, increased sales, and enhanced contact center performance. It comes with an expansive range of capabilities.
eGain Solve provides a complete view of omnichannel interactions and the ability to seamlessly track a service request or case across channels and people in an enterprise or a service chain.
A key requirement for an effective customer engagement hub is a common knowledge base. With centralized content and adapters for integrated access to content in existing repositories, the hub in the solution ensures that customers receive the same offers and answers across channels and agents.
Customers want consistent experience across channels. For instance, a platinum customer will want the best service level regardless of the channel—email, chat, or the phone. With eGain CEH, contact centers can implement common business rules and cross-channel workflows using a powerful visual designer within the platform and leverage it across all channels.
Managing disparate single-channel applications, and integrating them—with each other and with back-end systems—while managing user profiles across many applications is cumbersome, error-prone, time-consuming, and expensive. A customer engagement hub provides centralized administration of business and system resources.
Benefit from integrated customer journey analytics.
eGain’s customer engagement suite, eGain Solve™ makes it easy to extend the hub to include other enterprise resources with certified out-of-the-box adapters for leading call center, content, and business systems, and a published web services API.