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eGain for Avaya

The need

Today’s customers want easy, connected, and smart experiences across self-service and the contact center. Avaya and eGain, Gartner MQ leaders in contact center infrastructure and knowledge management respectively, are delivering world-class solutions to address this market need and opportunity.

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Avaya Call Center Elite Digital™

Avaya Call Center Elite Digital is a cloud digital customer engagement solution. It leverages eGain’s award-winning digital engagement capabilities through Avaya’s OEM agreement with eGain, and includes the following products:

  • Avaya CallTrack™: Call logging and case management
  • Avaya Chat™: Chat, including SMS and MMS, text chat, and video chat
  • Avaya Cobrowse™: Cobrowse for collaborative customer engagement
  • Avaya Mail+Social™: Email and social customer engagement

Avaya Call Center Elite Digital is integrated with Avaya Workspaces to provide a unified omnichannel experience to the agent. Highlights include:

  • Comprehensive, best-in-class digital engagement within Elite Workspace for SMS, MMS, text chat, video chat, cobrowse, social, and email
  • Omnichannel case management
  • Customer 360 interaction history across voice and digital touch points
  • Call logging unified with voice interactions through Avaya Call Center Elite
  • Extensive out-of-the-box reports—channel-specific and omnichannel
  • Configurable pre-built dashboards and flexible report builder
  • Rich AI, Knowledge, and Analytic capabilities can be added to your Avaya Elite platform with eGain for Avaya™ pre-integrated solutions

eGain for Avaya™

Pre-integrated eGain products that seamlessly work with various Avaya products.

  • eGain for Avaya Call Center Elite Digital: A rich set of cloud-based AI, knowledge, messaging, and analytics products that enhance the Avaya Call Center Elite Digital solution.
    • Interactive messaging via social and messaging channels like ABC, Facebook Messenger, Twitter Direct Messaging, and WhatsApp
    • Virtual assistance for conversational self-service across all channels
    • AI process guidance for agents for best-practice standardization and compliance
    • Knowledge, hyper-personalized and published via best-practice templates, widgets, and APIs
    • Content management with multi-step approval workflow
    • Collaboration via internal chat for agents
    • Operational analytics to measure and manage omnichannel contact center operations using real-time, intra-day and historic analytics (leveraging call details from Avaya voice platform)
    • Journey analytics to visualize and identify customer experience bottlenecks in aggregate and compare performance of alternative remedies (A/B testing)—across digital and IVR
    • Proactive notifications via personalized, omnichannel messaging to customers at scale, using dynamic content templates
  • eGain Knowledge+AI for Avaya Oceana Workspaces™: Enables contact center agents on Avaya Oceana Workspaces to access contextual knowledge and AI guidance for answers and process execution at the click of the Solve Button™.
  • eGain SelfService+AI Snap-In for Avaya Breeze™: Helps deflect smartphone callers on IVR hold to online self-service by sending SMS links to contextual knowledge and AI guidance to answers. The caller has the added benefit of not losing his/her place in the IVR queue while using self-service.

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eGain for Avaya products can be purchased from Avaya and Avaya partners. To find out more: