What Analysts Say About eGain Solutions

Top score in the 2021 Gartner Critical capabilities report for the CRM customer engagement center for digital engagement + knowledge management + automation of engagements
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave on Digital-First Customer Service

Measure. Analyze. Transform

eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

For Omnichannel Customer Service Management

Operational Analytics™
Empowers the business to measure and manage the call center directly and without IT involvement
Knowledge Analytics™
Provides insight for eGain’s knowledge and AI applications

Digital Analytics™
Measures contact center performance within eGain’s digital channel applications
Journey Analytics™
Captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts

All this capability is delivered in a solution that’s easy to deploy, manage, and optimize. Built to work with the award-winning eGain Customer Engagement Hub™, as well as leading Call Center technologies such as Cisco UCCE and Avaya CMS, eGain Analytics provides true omnichannel management.

Analytics-Driven Digital Transformation

Hear how eGain Analytics helps drive transformation in the business.

Click image to watch video - Analytics Driven Digital Transformation by James Hunt, Director, Product Management at eGain

Know the business inside and out

Measure performance by agent, queue, call type, category and more. The highly flexible report builder wizard allows data to be grouped, sorted, sliced-&-diced by a number of business hierarchies for a 360 degree view. Contact center managers gain visibility of a host of data, with contact volumes, abandon rates, response times and service levels being just the tip of the iceberg. Knowledge managers gain visibility of article views, feedback, search behavior, contact deflection and a whole lot more.

Understand the customer’s journey

Use Journey Analytics™ to measure visits to the website. Determine visitor volumes, durations, page views, repeat visits and churn rates, together with custom measures such as basket value or customer satisfaction.

Operational management in real-time

Make complex and real-time changes within Cisco UCCE and other Cisco solutions without requiring technical skills. Agents, teams, skill groups, call types, precision queues, sites, routing variables and outbound campaigns can all be provisioned and maintained from Operational Analytics™. Manage resources throughout the day in real-time and schedule future resources which will become active when required. The powerful security model ensures fine-grained access control and auditing.

As easy as pie charts

Define and refine reports using an easy 6-step wizard. Reports can be created once and shared with other users, with granular access permissions ensuring that each user only sees data appropriate for them.
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