eGain enhances its customer engagement suite

eGain, a provider of omnichannel customer engagement solutions, is making major enhancements to its eGain Solve software suite.

eGain Solve Fall 2019 includes innovative capabilities to accelerate digital transformation success end to end: Connect, Solve, and Optimize.

eGain Messaging Hub unleashes the power of eGain knowledge and guidance solutions across all messaging channels, including Apple Business Chat, SMS, WhatsApp Messenger, and Facebook Messenger.

Businesses can launch intelligent, personalized outbound notifications from the Hub. They can automate messaging-based customer conversations with eGain Virtual Assistant with full-context, step-up escalation to human-assisted chat and step-down transition back to the virtual assistant.

eGain Sales Advisor is built on AI technology, knowledge, and analytics. The solution also automates goal-based coaching via personalized digital engagement and A/B optimization.

eGain Virtual Assistant for Agents continuously monitors conversations to serve up best-practice guidance and knowledge to agents when relevant. The agent does not have to defocus from the customer conversation to search the knowledge base, nor does she have to tab to another window to get to the right procedure.

eGain Analytics for Amazon Connect is a rich and scalable solution for omnichannel analytics and customer journey insights for Amazon Connect.

eGain IVR Analytics empowers contact centers to easily understand customer behavior and assess customer experience inside their IVR system. Using eGain’s interactive, business-friendly tool, analysts can visually identify bottlenecks in IVR journeys to understand root causes for abandonment and escalation. With these insights, they can optimize IVR pathways, smartly adding digital off-ramps like SMS Chat and Virtual Assistance to improve NPS and reduce service cost.

“Yesterday’s tools are not the answer to today’s digital-first, AI-augmented world,” said Ashu Roy, eGain CEO. “Our new release offers unrivaled breadth and depth of AI- and Knowledge-powered omnichannel capabilities to easily transform contact centers into customer engagement centers for service and sales.”

For more information about these updates, visit www.egain.com.

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