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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.

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....CONTENT CONTINUED BELOW

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 platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
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Today's Tip of the Day - Scripting

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

Published: Wednesday, May 30, 2018

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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