EGAN Company Profile

eGain Corporation is a leading provider of cloud-based customer engagement software. We help business-to-consumer (B2C) brands operationalize digital customer engagement strategy. Our suite includes rich applications for digital interaction, knowledge management, and artificial intelligence (AI)-based process guidance. We also provide advanced, integrated analytics for contact centers and digital properties to holistically measure, manage, and optimize resources. Benefits include reduced customer effort, customer satisfaction, connected service processes, converted upsell opportunities, and improved compliance—across mobile, social, web, and phone. Hundreds of global enterprises rely on eGain to transform fragmented customer service systems into unified Customer Engagement Hubs.

Our solution make it easy for B2C businesses to engage customers in a digital world across all touch points, delivering the following benefits:

Build profitable long-term customer relationships. Customers are spending more time conducting business on mobile, social and web. Our solution helps businesses design brand-aligned, omnichannel customer journeys that are easy, quick and helpful. Whether a customer is looking to buy, ask a question, or pay a bill, our solution helps businesses provide customers personalized, guided and consistent responses. As a result, businesses improve their customer satisfaction and NPS scores.

Reduce operating costs through self-service automation and improved agent productivity. Our solution helps companies provide highly effective customer service while reducing operating costs. Robust customer self-service tools fronted by chatbots, guided by AI, and scaffolded with context-aware escalation paths reduce cost of service without compromising customer effort. Intelligent routing, auto-response, tracking, and reporting features, complemented with agent-facing knowledge tools, measurably enhance the productivity of service agents.

Increase revenue through intelligent offers and contextual promotions. Our solution also helps businesses convert more website visitors into buyers, reduce shopping cart abandonment and increase average order value. It enables agents to contextually up-sell and cross-sell products in the course of customer interactions. A visitor to a website using eGain is proactively offered personalized promotions or real-time assistance, based on configurable business rules informed by visitor behavior and history. Visitors collaborate with a customer service agent live over the web through click-to-call, text or video chat, and cobrowse to inquire about and buy a product.

eGain Suite

Recognized by industry analysts and trusted by leading companies worldwide, the eGain software suite helps businesses engage, acquire, and serve customers through multiple engagement channels. Modular, best-of-breed applications—built on a customer engagement hub platform—combine 360-degree customer context, AI-powered process guidance, and actionable knowledge to enhance every customer interaction. Designed to rapidly implement and optimize digital-first customer engagement strategies, the eGain suite consists of:

Mobile applications to engage customers through smartphones and tablets.

Social applications to deliver comprehensive social media based customer service capability and are embedded into desktop applications in the eGain Suite.

Web applications to transform B2C websites into interactive shopping destinations.

Desktop applications to help traditional call centers evolve into AI-and-knowledge-powered omnichannel customer engagement hubs.

Management applications to provide the insight and capabilities needed to drive smarter contact center operations.

Messaging applications to provide a rich set of secure, personalized customer communication options.

Mobile Applications

eGain Mobile™ makes mobile engagement easy. It enables businesses to offer all engagement options in the eGain suite to mobile users. Capabilities include mobile virtual assistant, offers, chat, click-to-call, cobrowsing, self-service, and notifications.

Web Applications

eGain Offers™ helps businesses engage visitors on the company website and Facebook fan pages with proactive, targeted offers. Using browsing behavior and other customer attributes, the solution anticipates visitor needs and proactively serves a personalized offer for sales promotion, customer self-service or agent assistance.

eGain Virtual Assistant™, a key AI-based application in the eGain portfolio, enables conversational automation to engage customers across digital touch points. It leverages Multilingual and emotionally intelligent, eGain virtual assistants are deployed on websites and mobile devices and support seamless integration with assisted channels.

eGain Cobrowse™ enables phone and chat reps to show customers around the website, help locate information, and “hand-hold” them through anxiety-ridden tasks such as complex forms committing consumers to significant decisions in health care, finance and government. It offers secure, hypertext markup language (HTML)-based cobrowsing without any customer download requirement. All actions during the cobrowse session are tracked, auditable and controlled through a combination of user roles and fine-grained business rules.

eGain Super Chat™ enables website visitors to conduct text, short message service (SMS), Facebook Messenger, audio and video chats with agents. It gives agents a comprehensive set of tools to engage customers in real-time. The system’s flexible routing and workflow maximize agent productivity and optimize interaction quality.

eGain ClickToCall™ provides website visitors the ability to request a callback. Callbacks can be scheduled according to the customer’s convenience or be established in real-time. Customer browsing context is shared with the agent to seamlessly leverage eGain Cobrowse during the voice call.

eGain SelfService™ is a comprehensive customer self-service application with a rich set of capabilities, including AI-based virtual assistant, process guidance, dynamic FAQs, topic-based browsing, natural language search, and case tracking.

Desktop Applications

eGain Advisor Desktop™ is a reimagined desktop for customer service advisors in a digital world. It is built ground up to be digital-first, knowledge-infused, AI-guided and analytics-powered. Unlike traditional CRM applications built on the phone-first interaction model in early 1990s, the eGain Advisor Desktop seamlessly blends digital self-service engagement with intelligent assisted escalation in a productive, painless, proactive and personalized manner. Interactions across all digital and voice channels can be resolved in one place.

eGain CallTrack™ is a comprehensive and a flexible call logging system. Together with eGain Knowledge™, it provides an integrated application for logging, tracking, and resolving customer issues. It also features task-based workflows and process management for service fulfillment.

eGain Mail+Social™ is an industry-leading application for processing inbound customer emails and providing mission-critical email customer response, incorporating hundreds of best practices developed over years of serving innovative global enterprises. The application also enables social media-based customer service, knowledge harvesting, single-source social publishing, and reputation management.

eGain Knowledge+AI™ empowers contact center agents with best-practice AI-powered knowledge management and is designed to make every agent as productive and capable as the enterprise’s best agent. eGain Knowledge uses patented AI technology coupled with natural language processing to establish intent and guide advisors to resolve customer inquiries.

Management Applications

eGain Operational Analytics™ helps businesses monitor, measure, and manage their omnichannel contact center operation. It offers both insight and the ability to intervene effectively.

Messaging Applications

eGain Secure Messaging™ enables secure and authenticated messaging for business with their customers. It is a secure web-based portal for customers to read confidential messages, including attachments.

eGain Notify™ is a flexible, responsive and scalable application to deliver automatic reminders, alerts, and updates at all stages of the customer journey. Typically, businesses use the application to deliver targeted, personalized, triggered alerts—across SMS, email, secure message and voice mail.

Cloud Operations

We serve our customers and end users from several secure data centers worldwide. Physical security features at these facilities include 24x7 on-site security, three physical barriers and multiple access controls. The systems at these facilities are protected by firewalls and encryption technology. Operational redundancy features include redundant power, on-site backup generators, multiple carrier entrance facilities, and robust environmental controls and monitoring.

We employ a wide range of security features, including two-factor authentication, data encryption, encoded session identifications and passwords. We contract with specialized security vendors to conduct regular security audits of our infrastructure. We also employ outside vendors for 24x7 managed network security and monitoring. Every page we serve is delivered encrypted to the end user via a Secure Socket Layer, or SSL, transaction. We also use encryption in our storage systems and backup technology.

We continuously monitor the performance of our application suite using a variety of automated tools. We designed our infrastructure with built-in redundancy for all key components. Our network includes redundant firewalls, switches and intrusion detection systems, and incorporates failover backup for maximum uptime. We load balance at each tier in the network infrastructure. We also designed our application server clusters so that servers can fail without interrupting the user experience, and our database servers are clustered for failover. We regularly back up and store customer data both on and off-site in secure locations to minimize the risk of data loss at any facility.