Multiple
interaction channels can be set up easily
and managed well if you harness the power
of one—one knowledge base, one customer
base, one set of interaction records, one
universal queue, and only one set of analytics
tools. The more varied your interaction options,
the more important it is to support them with
the same information, best practices and metrics.
At the heart of every successful multichannel
customer interaction hub is common infrastructure
that is open, robust and designed for growth.
This infrastructure lets you present a single
face to your customers and to recognize and
know them at every contact point.
eGain Service applications use a common platform,
eGain CIH Platform™. A scalable
next-generation service management platform,
it ties case management to service fulfillment,
providing all applications the following infrastructure:
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