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
eGain Knowledge Hub™ for Amazon Connect 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.
Based on the AWS public-cloud infrastructure, eGain for Amazon Connect powers connected, easy customer experience across all touchpoints. 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, including:
75%
20 points
25%
60%
Amazon Connect is based on technology used by Amazon associates around the world to serve and delight hundreds of millions of customers. The smooth integration of eGain and Amazon Connect makes it super-easy for businesses to deliver omnichannel service that is cost-effective, reliable, and scalable.
Solution Highlights
Digital-first, omnichannel desktop
- Messaging, SMS, in-app, social, web, email, cobrowse, 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
- Available in the Advisor Desktop through the Solve Button™
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
- Request a demo
Digital-first, omnichannel desktop, informed by context, infused by knowledge, guided by AI - eGain Innovation in 30 Days™ (earlier eGain Try+Buy™): Risk-free, no-charge production pilot for qualified opportunities