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Trend-Setting Product of 2018: eGain: eGain Solve Suite Powers Connected, Easy Customer Experiences

eGain Solve Suite for customer engagement powers connected, easy customer experience across all touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics. With rich, out-of-the-box capabilities, based on 20 years of domain experience and an easy consumption model, these applications are designed to generate quick business value:

•Agent time to competency improvement up to 75 percent

•NPS (Net Promoter Score) improvement up to 20 points

•FCR (First-Contact Resolution) improvement up to 25 percent

•Self-service deflection up to 60 percent


Digital-first, omnichannel desktop

•Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone

•Contextual offers and notifications

AI everywhere

•AI for self-service, including virtual assistant, process guidance for agents, contact routing, and decision support

Hyper-personalized knowledge

•Single-sourced content management with multi-step approval workflow

•Personalized and auditable publishing of policies and procedures

Connected Analytics

•Rich, out of the box reports and configurable dashboards

•Operational Analytics

•Journey analytics for A/B testing

Collaboration built-in

•Click-to-ask collaboration for advisors

•Click-to-suggest knowledge sourcing

To learn more about eGain, visit http://www.egain.com/.

252 Borregas Avenue
Sunnyvale, CA 94089

Phone: 408.636.4500
Email: info@egain.com
Web: www.egain.com

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