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Article : eGain Launches eGain Solve for Amazon Connect

Premium Content (Sponsored)

#contactcenterworld, @egain

Sunnyvale, CA, and Newbury, UK (May 14, 2018): eGain (NASDAQ: EGAN), a leading provider of cloud-based customer engagement solutions, today announced the immediate availability of eGain(R) Solve™ for Amazon Connect.

Built on Amazon Web Services (AWS) cloud infrastructure, eGain Solve for Amazon Connect powers connected, easy customer experience across all touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics - including virtual assistance through Amazon Alexa. The solution delivers transformational business value*:

  • Agent time to competency improvement up to 75 percent
  • NPS (Net Promoter Score) improvement up to 20 points
  • FCR (First-Contact Resolution) improvement up to 25 percent
  • Self-service deflection up to 60 percent

Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The Amazon platform makes it easy for technology partners to integrate with its voice infrastructure, and businesses to deploy add-on solutions in a matter of minutes. The integrated solution features comprehensive use of eGain’s AI technology across omnichannel self-service (including IVR), contact routing and process guidance for agents.

Highlights of eGain Solve for Amazon Connect are:

  • Digital-first, omnichannel desktop
    • Messaging, SMS, in-app, social, web, email, co-browse, video, click-to-call, and phone
  • AI everywhere
    • AI self-service using Amazon Lex, AI contact routing, and AI process guidance
    • Virtual assistant delivers Amazon Alexa-based self-service
  • Hyper-personalized knowledge
    • Single-sourced content management with multi-step approval workflow
    • Personalized and auditable publishing of policies and procedures
  • Connected Analytics
    • Rich, out of the box reports and configurable dashboards
    • Journey analytics for A/B testing
  • Collaboration built-in
    • Click-to-ask collaboration for advisors
    • Click-to-suggest knowledge sourcing

"We are excited to seamlessly connect our solution with Amazon Connect," said Ashu Roy, eGain CEO. "Interest in a public cloud-based omnichannel solution is high among early-adopter clients."

More information

About eGain

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain, visit http://www.egain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

*Based on data from eGain clients.

# # #

eGain media contacts

Cynthia Tu
eGain Corporate

Email: press@egain.com

Phone: 408 636 4505

Jane Stewart
eGain Europe
Email: press@egain.com
Phone: +44 (0)1635 800087, Ext. 5118

 

#contactcenterworld, @egain

Sunnyvale, CA, and Newbury, UK (May 14, 2018): eGain (NASDAQ: EGAN), a leading provider of cloud-based customer engagement solutions, today announced the immediate availability of eGain(R) Solve™ for Amazon Connect.

Built on Amazon Web Services (AWS) cloud infrastructure, eGain Solve for Amazon Connect powers connected, easy customer experience across all touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics - including virtual assistance through Amazon Alexa. The solution delivers transformational business value*:

  • Agent time to competency improvement up to 75 percent
  • NPS (Net Promoter Score) improvement up to 20 points
  • FCR (First-Contact Resolution) improvement up to 25 percent
  • Self-service deflection up to 60 percent

Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The Amazon platform makes it easy for technology partners to integrate with its voice infrastructure, and businesses to deploy add-on solutions in a matter of minutes. The integrated solution features comprehensive use of eGain’s AI technology across omnichannel self-service (including IVR), contact routing and process guidance for agents.

Ring2 Dashboards & Wallboards Free Trial

Highlights of eGain Solve for Amazon Connect are:

  • Digital-first, omnichannel desktop
    • Messaging, SMS, in-app, social, web, email, co-browse, video, click-to-call, and phone
  • AI everywhere
    • AI self-service using Amazon Lex, AI contact routing, and AI process guidance
    • Virtual assistant delivers Amazon Alexa-based self-service
  • Hyper-personalized knowledge
    • Single-sourced content management with multi-step approval workflow
    • Personalized and auditable publishing of policies and procedures
  • Connected Analytics
    • Rich, out of the box reports and configurable dashboards
    • Journey analytics for A/B testing
  • Collaboration built-in
    • Click-to-ask collaboration for advisors
    • Click-to-suggest knowledge sourcing

"We are excited to seamlessly connect our solution with Amazon Connect," said Ashu Roy, eGain CEO. "Interest in a public cloud-based omnichannel solution is high among early-adopter clients."

More information

About eGain

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain, visit http://www.egain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

*Based on data from eGain clients.

# # #

eGain media contacts

Cynthia Tu
eGain Corporate

Email: press@egain.com

Phone: 408 636 4505

Jane Stewart
eGain Europe
Email: press@egain.com
Phone: +44 (0)1635 800087, Ext. 5118

#contactcenterworld, @egain

 


About Anand Subramaniam:
Anand Subramaniam is SVP of Marketing for eGain. Prior to eGain, Anand served as an executive in corporate and product marketing, as well as product management and pre-sales roles at companies such as Oracle, Intel and Autodesk as well as startups.

About eGain Corporation:
Company LogoeGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Wednesday, May 30, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
 
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