A breakthrough for Web self-service

eGain has unveiled Multisearch, an all-in-one search technology for Web self-service and the multichannel contact center. Embedded in the eGain SelfService and eGain KnowledgeAgent products, Multisearch delivers ease of navigation, excellent content findability and result relevancy, while improving contact center productivity and best-practice compliance.

Key capabilities of eGain Multisearch include:

Multi-access behind a simple search box—eGain Multisearch puts the combined power of the industry’s broadest set of knowledge access methods—keyword, metadata, natural language and intent-based search, question-matched search, as well as case-based reasoning—behind a simple search box. The multifaceted, multipath, blended navigation for answers helps reduce unproductive searches. Where the advanced version of eGain SelfService is implemented, search with a virtual assistant interface is also included as a seamless option.

Multi-sourced content—To further increase findability of answers, eGain Multisearch seamlessly federates and presents search results across website, contact center, enterprise, community and social content.

Multi-channel consistency—The underlying multichannel customer interaction hub platform, eGain OpenCIH, ensures that the contact center portion of the federated content is consistent across customer interaction channels.

Multi-role access—Access to search methods can be controlled by role or user. For instance, agents who are new or work in highly regulated industries can be made to follow a consistent, compliant search and interactive process.

Multi-process expertise—Today’s contact center agents are expected to handle process-intensive customer queries such as product selection, diagnostics and resolution, contextual cross-sell and up-sell, providing sales quotes, etc., in a way that is compliant with industry regulations and best practices.