#1 Enterprise-class
Operational Analytics Platform
eGain Analytics Hub

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What Analysts Say About eGain Solutions

Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management + digital engagement + composable experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave on Digital-First Customer Service

Measure. Manage. Transform
Lack of visibility is limiting your ability to optimize your contact center operations. Heavily backlogged, IT cannot act quickly enough to implement the changes you need, when you need them. Gain 360-degree insight and manage your customer service operations more effectively with the eGain Analytics Hub™.

eGain Analytics Hub makes it easy to measure and manage omnichannel contact center operations. Create informative reports, data visualizations, and dashboards effortlessly. Take optimization to the next level by slicing and dicing data any which way you want.

eGain Analytics Hub Includes:

Contact Center Analytics™
Empowers the business to measure and manage the contact center in real-time without IT involvement.

Digital Analytics™
Measures digital customer engagement performance.

Knowledge+AI Analytics™
Provides insights to optimize eGain Knowledge and AI for customer service and engagement.

Unified Communications Analytics™
Tracks non-contact center and back office/branch-office telephone activity.

IVR Analytics™
Monitors the entire IVR self-service customer experience.

Pre-built integrations
Connects with leading call center technologies such as Cisco, Amazon Connect, Avaya, and Genesys.

360-degree Visibility

Measure performance by agent, queue, inquiry type, channel and more. The highly flexible report builder allows data to be grouped, sorted, sliced and diced by a number of business hierarchies for a 360-degree view. Supervisors can monitor team performance against goals. Contact center managers have visibility across the operational landscape, with contact volumes, abandon rates, response times and service levels, for example. Knowledge managers gain visibility into article views, feedback, search behavior, contact deflection, content workflows, and a whole lot more.

Standardized report models ensure the data is labelled and counted consistently across reports for “a single version of the truth”. Aggregations, conditional formatting and charts are easily added to present the data at-a-glance in the most informative and impactful way. Reports can be scheduled for distribution via email and exported to a range of formats including Excel and PDF.

Operational Management in Real-time

Make 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 managed from Contact Center Analytics™. Balance resources throughout the day and schedule future resource updates which will become active when required. The powerful security model ensures fine-grained access control and auditing for safe and secure delegation.

The highly personalizable interface means that users can switch from monitoring view to management view very easily, or even have monitoring and management tools sitting side-by-side in a dashboard, enabling instant intervention when issues occur. Contact Center Analytics™ can also enable the call routing engine to respond contextually to each situation by making data-driven decisions based around real-time site status, customer attributes and more.

Contact Center Analytics™ includes out-of-the-box tools to work with Cisco solutions. A rich set of APIs means it can be extended to work with leading WFM solutions and other business-critical systems.

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 role-based access control ensuring that each user only sees data that is appropriate for them.

The composable user interface allows each user to build their own personalized dashboards & desktops with everything they need at their fingertips. Reports, charts, and management tools can all be assembled & arranged with drag-and-drop precision. Freely switch between different dashboards and desktops optimized for different tasks and share them with other users.

The Analytics Hub is designed from the ground up for the business user—absolutely no IT or database skills needed!

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