eGain Solve for Avaya

The need

Today’s customers are omnichannel, and they 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 a world-class solution to address this market need and opportunity.

eGain Solve for Avaya™

The eGain-Avaya joint solution—eGain Solve for Avaya—consists of the following:

  • 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 a 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.

Solution Benefits

Agents: Get a 360-degree omnichannel customer view from Avaya Oceana desktop. Find answers to customer questions by simply clicking on a “Solve” button in Oceana. Knowledge and AI capabilities in eGain Solve guide agents to answers or through next steps that are compliant with regulations or organizational best practices in the service process.

End-customers: Get smart, knowledge and AI-guided self-service, and escalate to agent-assisted service with full context for a connected experience, as well as fast, accurate answers from agents.

Business: Get quick value from the solution through eGain Quick Value Services™ across the entire value creation lifecycle—consult, try, buy, deploy, operate, and optimize.

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