eGain Communications Corp. profile
eGain is the leading provider of multichannel customer service and knowledge management software for on-site or cloud deployment. For more than a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes—across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs.
eGain® is the industry’s only unified customer interaction and knowledge management software suite. Rated #1 by analysts and trusted by leading companies worldwide, eGain helps businesses engage, acquire, and serve customers by delivering memorable experiences at every touch point. Modular, best-of-breed applications are built on a one-of-a-kind customer interaction hub platform, eGain® OpenCIH™ Platform.
eGain® KnowledgeAgent™ guarantees fast, consistent, and accurate answers by empowering contact center agents with common multilingual knowledge across channels. For any query, the GPS-like eGain Multisearch uses the simple search box to direct agents to the most suitable access method (FAQ; keyword, intent-based search, and natural language search; question matching; topic tree browsing; and guided help) and federated content.
eGain® SelfService™ enables brand-aligned and productive web self-service experiences, along with seamless context-aware escalations to agent-assisted interactions. It brings together the power of the industry’s broadest set of knowledge access methods, federated search, process intelligence, multilingual capabilities, and flexible look and feel —all behind a single search box—for distinctive and on-target self-service.
eGain® Chatbot™ provides truly memorable web self-service experiences through life-like chatbots. Designed to reinforce your brand, a chatbot is emotionally intelligent and engaging while being available 24 hours a day, 7 days a week to assist website visitors. The bot chats with customers, providing answers and processing data, and escalates to live agents when needed.
eGain® Social™ is a one-of-a-kind product for social customer service, knowledge harvesting and single-sourced social publishing, and reputation management. It enables you to monitor social networks such as Facebook®, Twitter®, and blogs for customer queries, analyze search results for sentiment, route them intelligently, and post responses privately or back to the social cloud.
eGain® Community™ provides customer forums to start and grow conversations amongst customers. Not only are you able to sustain an active dialogue with your customer community, you can also easily tap into this source of collective wisdom and insight to improve your support knowledge base and build better products. It’s a win-win for your customers and you!
eGain® Multibrowse™ enables high-value step-by-step guidance through cobrowsing. The customer and agent browse web pages and fill forms together. Fine-grained security controls prevent the agent from seeing any confidential data or making decisions on behalf of the customer. This powerful tool can be used in conjunction with a phone call, web chat, or click-to-call session.
eGain® Offers™ provides you with a powerful, easy-to-use tool that adds a proactive intelligence layer to your website. Easily set up proactive offers (promotional, self-service, or agent assistance) give visitors a compelling reason to engage.
eGain® Mail™ helps manage large volumes of customer emails and webform submissions quickly and effectively. Predefined workflows automate email routing and service level agreement (SLA) monitoring while the knowledge base suggests responses.
eGain® Chat™ enables you to offer real-time chat assistance to website visitors. Agents can exchange text messages, files, web pages, and knowledge base articles with visitors to answer their queries proactively as well reactively.
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter (http://twitter.com/egain) or Facebook at (http://facebook.com/egain).