eGain for Avaya
Big Trends in CX
89% of companies believe CX is their main basis for competition
Inconsistent answers across channels, lack of knowledge among agents (and websites) are top customer service pain points
The need
Today’s customers want easy, connected, and smart experiences across self-service and the contact center. Avaya and eGain, Gartner MQ leaders in contact center infrastructure and knowledge management respectively, are delivering world-class solutions to address this market need and opportunity.
Solution
eGain Knowledge Hub™ for Avaya proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.
Avaya Call Center Elite Digital™
Call logging and case management
Chat, including SMS and MMS, text chat, and video chat
Cobrowse for collaborative customer engagement
Email and social customer engagement
Avaya Call Center Elite Digital is integrated with Avaya Workspaces to provide a unified omnichannel experience to the agent. Highlights include:
- Comprehensive, best-in-class digital engagement within Elite Workspace for SMS, MMS, text chat, video chat, cobrowse, social, and email
- Omnichannel case management
- Customer 360 interaction history across voice and digital touch points
- Call logging unified with voice interactions through Avaya Call Center Elite
- Extensive out-of-the-box reports—channel-specific and omnichannel
- Configurable pre-built dashboards and flexible report builder
- Rich AI, Knowledge, and Analytic capabilities can be added to your Avaya Elite platform with eGain for Avaya™ pre-integrated solutions
eGain for Avaya™
Pre-integrated eGain products that seamlessly work with various Avaya products.
eGain for Avaya Call Center Elite Digital
A rich set of cloud-based AI, knowledge, messaging, and analytics products that enhance the Avaya Call Center Elite Digital solution.
- Interactive messaging via social and messaging channels like ABC, Facebook Messenger, Twitter Direct Messaging, and WhatsApp
- Virtual assistance for conversational self-service across all channels
- AI process guidance for agents for best-practice standardization and compliance
- Knowledge, hyper-personalized and published via best-practice templates, widgets, and APIs
- Content management with multi-step approval workflow
- Collaboration via internal chat for agents
- Operational analytics to measure and manage omnichannel contact center operations using real-time, intra-day and historic analytics (leveraging call details from Avaya voice platform)
- Journey analytics to visualize and identify customer experience bottlenecks in aggregate and compare performance of alternative remedies (A/B testing)—across digital and IVR
- Proactive notifications via personalized, omnichannel messaging to customers at scale, using dynamic content templates
eGain Knowledge+AI for Avaya Oceana Workspaces™
Enables contact center agents on Avaya Oceana Workspaces to access contextual knowledge and AI guidance for answers and process execution at the click of the Solve Button™.
eGain SelfService+AI Snap-In for Avaya Breeze™
Helps deflect smartphone callers on IVR hold to online self-service by sending SMS links to contextual knowledge and AI guidance to answers. The caller has the added benefit of not losing his/her place in the IVR queue while using self-service.
