No pain with eGain
As part of it e-service suite, eGain introduces eGain Knowledge, which has been designed to integrate e-mail, Web collaboration and phone interactions. The company claims the software enables customer service representatives to become almost immediate experts and facilitates customer self service over the Web.
It adds that the case-based reasoning system brings structured search and conversational access to Lotus Notes or Microsoft Site Server, thus leveraging existing corporate resources.
With centralized access to internal information and tight integration into eGain's existing e-service applications, the company says eGain Knowledge offers an easy interface for users to scan inquiries and ask questions to pinpoint an exact resolution to the issue.
The eGain suite includes applications such as eGain Mail (high volume e-mail management), eGain Campaign (proactive service and digital marketing), eGain Live (live Web collaboration), eGain Inform (e-service portal and dynamic FAQ generation), eGain Assistant (virtual customer service representative) and eGain Knowledge (service knowledge).
Businesses can choose one or more solutions from eGain's product suite.