8 DAYS LEFT TO ENTER THE AWARDS!
Compete in 2019 for a World Title and be named Best in the World in one or more than 34 awards - Click here to apply now
JOIN US AND HEAR BEST PRACTICES
At the 2019 NEXT GENERATION Contact Center & Customer Engagement events - Click here to book now
Time to upgrade your membership
Take advantage of all the benefits of an executive membership - Click here to upgrade now
News : eGain Debuts in the Magic Quadrant for CRM Customer Engagement Center
Sunnyvale, CA, USA, May 11, 2017 -- eGain (Nasdaq: EGAN), a provider of cloud customer engagement solutions, announced that Gartner has added the company to its May 2017 "Magic Quadrant for CRM Customer Engagement Center."
The CEC Magic Quadrant "examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs) ranging from the very small (fewer than 20 agents), to the averagely sized (50 agents) and the very large, distributed centers (over 10,000 agents)…
Sponsor message - content continues below this message
2019 '14th annual' Global Contact Center World Awards NOW OPEN!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!
Content continues ….
The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated are interaction assistance tools and service analytics dashboards. Ideally, the applications should have tools for both agents and customers, and the vendors should have a clear point of view on how to escalate customer support from self-service to human agents and back again while retaining the context of the interaction for reporting and future customer engagements. The agent tools must be designed to operate seamlessly common development and integration tools, OpenAPIs, common graphical user interface on a common graphical user interface."
"eGain is no stranger to the Gartner MQ—we have been recognized as a leader in web customer service and eService suites several times over the years," said Ashu Roy, eGain CEO. "We are pleased to enter the CEC MQ for our new eGain Advisor™ agent desktop, which has been reimagined to make next-gen agents successful."
#contactcenterworld, @egain, @Gartner_inc
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Integration
More Editorial From eGain Corporation
About eGain Corporation:
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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Friday, May 12, 2017
ConSol bridges the gap between governments, corporations institutions and their stakeholders using best-in-class technology, facility provides efficient services in exchange of valuable information so...
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The...
Genex, part of the IPE Group UK, is an outsourcing provider of customer experience management and trusted by world’s leading brands. We achieve results through transforming our clients' businesses and...