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.

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.