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eGain unveils Social Experience

This article appears in the issue November/December 2010, [Vol 19, Issue 10]


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eGain has launched a new version of its Social Experience Suite, a solution engineered to empower contact center agents and community managers to efficiently handle inquiries across all traditional and social channels. The new version includes a social-blended agent desktop, integration with Facebook to complement already available integrations with Twitter and Web search, as well as a single-sourced knowledge publishing capability for proactive social engagement.

The Gain Social Experience Suite consists of three offerings:

eGain Social enables businesses to listen to conversations on social networks such as Facebook and Twitter for customer queries, analyze and route them intelligently and post a response. The solution also includes analytics and the ability to move a potentially explosive social conversation to a more private interaction channel for discreet one-on-one resolution.

The social-blended agent desktop combines queries from Facebook, Twitter, forums and blogs with those from traditional customer service channels such as phone, e-mail, SMS chat and co-browse. This enables agents to get a complete view of the customer, context and knowledge for efficient handling of queries. The solution also includes capabilities for full-cycle knowledge harvesting, single-sourced knowledge publishing across social and traditional channels and reputation management.

eGain Community allows companies to include forums as part of their customer interaction hubs. eGain says forums are especially useful for fostering discussions among expert users. Forum posts can be federated into knowledgebase searches, and useful posts can be harvested for inclusion in the multichannel knowledgebase maintained by the business.

eGain Social Adapters make it possible for eGain to monitor social networks through integrations with Facebook, Twitter, Google and Yahoo search.


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