eGain for Amazon Connect
Big Trends in CX
89% of companies believe CX is their main basis for competition
Inconsistent answers across channels, lack of knowledge among agents (and websites) are top customer service pain points
Rated #1 for knowledge management, digital engagement, and composability by Gartner, 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 omni-channel touch points. Its digital-first, omnichannel advisor desktop is powered by generative and conversational AI, knowledge, and analytics. The solution delivers transformational business value*, including:
75%
20 points
25%
60%
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
Solution Highlights
Digital-first, omnichannel desktop
- Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone
- Virtual Assistant for agents
AI everywhere
- AI self-service using Amazon Lex, AI contact routing, and AI process guidance
- Virtual assistant delivers Amazon Alexa-based self-service
- Generative AI to help automate knowledge management tasks and deliver instant answers
Hyper-personalized knowledge
- Single-sourced Gen AI-assisted 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
- IVR Analytics
Collaboration built-in
- Click-to-ask collaboration for advisors
- Click-to-suggest knowledge sourcing
Have you heard of our popular free production pilot program, Innovation in 30 Days™ for Knowledge? Sign up today to see in action how eGain for Amazon Connect can complement and enhance your Amazon Connect deployment.
