HEIM

eGain reimagines conversational customer engagement with eGain Messaging Hub™

BYOB™ architecture harmonizes messaging across bots and agents

Sunnyvale, CA (June 16, 2020): eGain (NASDAQ: EGAN), the leading provider of digital-first, omnichannel customer engagement solutions, today announced the expansion of its messaging capabilities to offer the most comprehensive solution to easily connect, solve, and optimize customer messaging.

Enterprises, increasingly, want to leverage existing investments in proprietary and third-party bots to automate customer messaging experiences. 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 Messaging Hub offers a complete set of capabilities for messaging-based conversational automation:

Verbinden

  • Interactive and push experiences via web chat, in-app messaging, Apple Business Chat™, Facebook Messenger™, SMS, and WhatsApp. Open APIs to quickly connect via new messaging touchpoints.
  • Bring Your Own Bot (BYOB)™-Architektur, um eigene Bots und Bots von Drittanbietern einzubinden und neue flexible Arbeitsmodelle wie Gig-Agenten und Crowdsourced-Experten zu nutzen.
  • KI-gestütztes Routing auf der Grundlage von Echtzeit-Konversationsanalysen, Kundenpräferenzen und Geschäftskontext, erweitert durch maschinelles Lernen.

Lösen

  • Geführte Konversationen mit integriertem virtuellem Assistenten, KI und Wissen für eine genaue und konsistente Bearbeitung von Kundenanfragen.
  • Reichhaltige Kundenerlebnisse mit Zahlungsunterstützung, Deep Links, strukturierter Antwort, Karte und Suche. Die Lösung passt sich automatisch an kanalspezifische Funktionen an.
  • Know-how in der Prozessführung bleibt ohne Beteiligung der IT-Abteilung erhalten.

Optimieren

  • Detaillierte, vernetzte Analysen zur Optimierung der Effektivität von Gesprächen und der betrieblichen Effizienz.

“Consumers love messaging, but businesses continue to struggle with channel silos and point tools,” said Ashu Roy, eGain CEO. “With eGain Messaging Hub, businesses can rise above the nitty-gritty to quickly deliver personalized, automated, messaging-based customer experiences across the enterprise.”

More Information

About eGain

Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit www.eGain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

# # #

eGain media contact

Michael Messner
Email: press@egain.com
Phone: 408 636 4514

 

de_DE_formalGerman
Skip to content Contact us