Digital-First Customer and Agent Experiences with eGain, Amazon, and Accenture

As you know, Amazon Connect is a highly scalable contact center infrastructure platform and eGain for Amazon Connect, based on the AWS public-cloud infrastructure, powers connected, easy customer experience across all touchpoints. eGain for Amazon Connect includes the following key capabilities:

  • Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics, including virtual assistance, through Amazon Alexa.
  • eGain Analytics for Amazon Connect provides comprehensive omnichannel analytics across IVR, human-assisted voice and digital touchpoints, and customer journeys.

The solution delivers transformational business value, including:

  • Agent time to competency improvement up to 50 percent
  • NPS (Net Promoter Score) improvement up to 30 points
  • FCR (First-Contact Resolution) improvement up to 37 percent
  • Self-service deflection up to 60 percent

Why not combine the power of eGain and Amazon Connect to manage and optimize your operations, using the above capabilities?

See eGain for Amazon Connect in action at the upcoming webinar, featuring speakers from Amazon, Accenture and eGain. Register now and see you on October 21st.

  • Date: October 21, 2020
  • Time: 11 am to 12 Noon Pacific Time/ 1 pm to 2 pm Central Time


Register for the webinar

Skip to content