eGain Solve for Avaya

The need

Today’s customers are omnichannel, and they 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 a world-class solution to address this market need and opportunity.

eGain Solve for Avaya™

The eGain-Avaya joint solution—eGain Solve for Avaya—consists of the following:

  • 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.

Solution Benefits

Agents: Get a 360-degree omnichannel customer view from Avaya Oceana desktop. Find answers to customer questions by simply clicking on the Solve Button™ in Oceana. Knowledge and AI capabilities in eGain Solve guide agents to answers or through next steps that are compliant with regulations or organizational best practices in the service process.

End-customers: Get smart, knowledge and AI-guided self-service, and escalate to agent-assisted service with full context for a connected experience, as well as fast, accurate answers from agents.

Business: Get quick value from the solution through eGain Quick Value Services™ across the entire value creation lifecycle—consult, try, buy, deploy, operate, and optimize.

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