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.
385.04 %