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eGain Solve for Amazon Connect

Digital-first, omnichannel engagement solution for Amazon Connect, AWS technology partner
guided by knowledge, AI, and connected analytics

eGain Solve for Amazon Connect, based on the AWS public-cloud infrastructure, powers connected, easy customer experience across all touchpoints. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics, including virtual assistance, through Amazon Alexa. The solution delivers transformational business value, including:

  • Agent time to competency improvement up to 75 percent
  • NPS (Net Promoter Score) improvement up to 20 points
  • FCR (First-Contact Resolution) improvement up to 25 percent
  • Self-service deflection up to 60 percent

eGain-AWS integration

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services. The smooth integration of eGain Solve and Amazon Connect makes it super-easy for businesses to deliver omnichannel service that is cost-effective, reliable, and scalable.

Omnichannel
Digital-first, omnichannel desktop

Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone

Analytics
Connected analytics

Click-to-ask collaboration for advisors

Click-to-suggest knowledge sourcing

AI
AI everywhere

AI self-service using Amazon Lex, AI contact routing, and AI process guidance

Virtual assistant delivers Amazon Lex-based self-service

Collaboration
Collaboration built-in

Rich, out of the box reports and configurable dashboards

Journey analytics for AB testing

Knowledge
Hyper-personalized knowledge

Single sourced content management with multi-step approval workflow

Personalized and auditable publishing of policies and procedures

Available in the Advisor Desktop through the Solve Button™

Differentiators

  • Proven at scale
  • Comprehensive solution with open platform
  • Rich, out-of-the-box applications for digital-first, omnichannel engagement, guided by knowledge, AI, and analytics
  • Extensive platform APIs with comprehensive developer portal
  • Risk-free consumption model
  • Production pilot with no-charge, best practice guidance in eGain Innovation in 30 Days™

Use-Cases

  • Add a digital-first, omnichannel agent desktop to Amazon Connect call infrastructure
  • Add AI and knowledge for conversational Lex-powered self-service and agent guidance
  • Leverage AI to drive IVR dialog, SMS deflection of customers on IVR hold to self-service while keeping their place in the queue, conversational guidance to agents
  • Use connected, omnichannel analytics to optimize customer journeys and contact center operations

Geographies

  • Worldwide