Company Overview of eGain
eGain is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for over a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into multichannel customer interaction hubs, and to extend their service-based competitive advantage. eGain Service 7™, the company's software suite includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact center management, and certified out-of-the-box integrations with leading call center, content and business systems.

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eGain Service™
eGain Service™, the industry's most innovative and complete suite of customer service and contact center software, helps organizations transform their traditional call centers into multichannel customer interaction hubs. eGain Service contains: Integrated, best-in-class applications for: *web self-service *email, fax, and letter management *live web collaboration through chat and cobrowsing *contact center knowledge management
Web Self-Service
eGain® SelfService™ is based on the notion of adaptive self-service and has two innovative features that differentiate it from other self-service systems. 1. The eGain solution can be configured to adapt to customer need by exposing appropriate access methods-from among a range that includes FAQ, search, browse, guided help and virtual agents. 2. The system automatically identifies knowledge bottlenecks based on self-service usage and user feedback to generate alerts and review tasks for appropriate content owners. This self-monitoring feature ensures that the self-service implementation does not languish due to lack of attention from business owners.
Email Management
eGain Mail™ helps companies manage large volumes of customer emails and webforms responsively and effectively. With eGain Mail, you differentiate your company from competitors by responding to inbound inquiries promptly and professionally every time.
Web Chat and Collaboration
eGain LiveWeb™ brings interactive customer assistance to critical sales and service situations. For situations where the multimedia capabilities of the Web are essential for providing clear explanations or problem resolution, eGain LiveWeb is a live online assistance solution that enables agents to communicate with customers online via text chat, cobrowsing, and callbacks. Agents can actually invite customers to join them on the Web. This solution enables agents to handle multiple customers simultaneously, improving efficiency while reducing wait times. Customers receive immediate, personalized assistance through text messaging while viewing information delivered through their browser. Agents use advanced browser and form-sharing capabilities to help customers complete complex transactions without the customer leaving the website.
Knowledge Management
eGain KnowledgeAgent™ guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents. It ensures fast, consistent and accurate answers to increase customer satisfaction by providing agents and other users a range of ways to get to information in the common knowledge base. Support agents of all levels with multiple access modes and roles: eGain KnowledgeAgent enables both novice and expert agents to find the answers they need, easily and efficiently. Based on the agent's role (Level 1, Level 2, etcetera.), the agent can view appropriate levels of information and use different access methods.
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