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.
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.