eGain for Amazon Connect

Big Trends in CX

89% of companies believe CX is their main basis for competition
Forrester consumer survey
Inconsistent answers across channels, lack of knowledge among agents (and websites) are top customer service pain points

eGain Knowledge Hub™ for Amazon Connect proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.

Based on the AWS public-cloud infrastructure, eGain for Amazon Connect 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
NPS (Net Promoter Score) improvement up to
20 points

FCR (First-Contact Resolution) improvement up to
Self-service deflection up to

Amazon Connect is based on technology used by Amazon associates around the world to serve and delight hundreds of millions of customers. The smooth integration of eGain and Amazon Connect makes it super-easy for businesses to deliver omnichannel service that is cost-effective, reliable, and scalable.

eGain Solve for Amazon Connect

eGain Solve for Amazon Connect

Customer Engagement in a connected world

Solution Highlights

Digital-first, omnichannel desktop

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

AI everywhere

  • AI self-service using Amazon Lex, AI contact routing, and AI process guidance
  • Virtual assistant delivers Amazon Alexa-based self-service

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™

Connected analytics

  • Rich, out of the box reports and configurable dashboards
  • Journey analytics for A/B testing

Collaboration built-in

  • Click-to-ask collaboration for advisors
  • Click-to-suggest knowledge sourcing
  • Request a demo
    Digital-first, omnichannel desktop, informed by context, infused by knowledge, guided by AI
  • eGain Innovation in 30 Days™ (earlier eGain Try+Buy™): Risk-free, no-charge production pilot for qualified opportunities

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