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 (most recent report) on Digital-First Customer Service

In today’s ever-changing economic climate, it is imperative that companies understand how they can use eService as a competitive differentiator. Moreover, technology spending is being closely guarded and it is crucial that potential new solutions are supported by a solid business case to justify the cost of deploying and maintaining any technology solution.

Our business consultants can help. By conducting detailed assessments of business processes within your customer service organizations with the participation of primary stakeholders, we can identify key opportunities to generate value from an eService solution, assess operational readiness for eService solutions, and provide a clear articulation of the ROI.

Whether the assessment shows strong business practices are already in place, or identifies opportunities for improvement, our consultants provide you with the strategy and an executable plan to optimize enterprise profitability, improve customer satisfaction, and reduce costs. eGain consultants achieve this through their industry specific domain expertise, extensive technical experience, leveraging best practices, and the knowledge gained from deploying eService solutions for over 700 customers.

eGain’s business consulting services include

End-user training

Your customer service agents (or CSRs), CSR managers, and systems administration staff are guided through a series of hands-on and real-life scenarios in a classroom environment. Students will enjoy the opportunity to interact with instructors and fellow students in an enriched, interactive environment.
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Business opportunity assessment

This is a two-four week, in-depth strategic assessment designed to look at how your company can use eService as a competitive weapon. Through this engagement, we will evaluate your business processes, and map them against your business objectives and industry best practices to help you understand how you can use eService to dramatically improve your company’s performance. At the end of this assessment, you will clearly understand how your customer service model measures up to others within your industry. In addition, you will have a strategy for transforming your customer service model into competitive advantage, as well as a complete roadmap for successful deployment of an enterprise level eService solution.

Best practice assessment

This is a two-four week, in-depth strategic engagement is designed for companies currently using one or more eGain solutions. This assessment is designed to determine how you can be assured of using your eGain solution in a way consistent with making your customer service operations consistent with industry best practices. At the end of this assessment, you will have a strategy for bringing your customer service business processes up to industry best practices, as well as a complete deployment plan.

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