Email Management Software
eGain Mail

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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 (most recent report) on Digital-First Customer Service

Industry’s First Web-Based Email Management Software

eGain Mail, the leading web-based email management software for customer service, helps companies manage large volumes of customer emails and webforms responsively and effectively. When you respond to inbound inquiries promptly and professionally every time, the exceptional customer service differentiates your company from competitors immediately.

An integral part of the eGain suite for customer service, eGain Mail offers:

Predefined workflows to manage incoming email and webform inquiries.

Service level agreement (SLA) triggers to automate email routing and monitoring.

Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.

Tracking of all customer queries.

Complete customer information and interaction history, across channels, to email customer service agents, enabling informed interactions.
Access to the centralized knowledge base that enables call center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base and capture invaluable expertise on the fly.

Varied collaboration options with experts within and outside the system.

Comprehensive analytics and real-time alarms for operational performance management

Additional modules

eGain Secure Message™: A secure email messaging system, that authenticates the customer before allowing the viewing of confidential information.
eGain Fax™: To route, track, and respond to faxes with the same infrastructure that is used to handle emails and webform submissions.

We could not run that business we are operating today without the (eGain) email management capability. We take it for granted now. It’s progressed over the years, but it’s absolutely the bedrock of what we do.

Bill Hemstedt, Director, Delivery and Support, Bupa Global

What customers say about eGain email management software



  • 100% web-based email management software enables remote and easy administration
  • Fine-grained control over user access, role, and permissions Immediate, scheduled, and out-of-the-box reports
  • Multichannel and channel-specific analytics
  • Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software

Email agent

  • Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions
  • Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity
  • Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators

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