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eGain Messaging Hub™

5.1 B

Unique mobile subscribers globally

48.7 M

Predicted to opt-in for business SMS messages by 2020

20 B

C2B messages sent per month just on Facebook Messenger

eGain clients’ messaging volumes are growing by 100 percent every year!

Welcome to the expanding world of Messaging and the infinite possibilities the eGain Messaging Hub™ offers your business.

eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

 

Diagram showing the eGain Messaging Hub

Connect the messaging dots

eGain Messaging Hub unleashes the power of eGain knowledge and guidance solutions across all messaging channels, including Apple Business Chat™, SMS, WhatsApp, and Facebook Messenger™. The Hub allows businesses to plug in new messaging channels easily, as and when needed.

Offer intelligent, proactive messaging

Businesses can effortlessly launch intelligent, personalized outbound notifications from it. A large credit union sends proactive messages to 8 million customers through eGain, based on 360-degree context of the customer across the contact center, digital channels, and branch offices.

Automate conversations, but augment with human assistance

Using the Messaging Hub, businesses can automate customer conversations over messaging channels with eGain Virtual Assistant™, with full-context. It further enables step-up escalation to human-assisted chat and step-down transition back to the virtual assistant.

Equip agents to deliver truly omnichannel experiences

Agents can serve a truly omnichannel experience to messaging customers through the eGain Advisor Desktop™, the digital-first desktop for customer service contact center agents. The eGain desktop provides advisors with a 360-degree view of customer interactions across channels, including messaging. eGain Advisor Desktop provides

  • Chronological, omnichannel conversation stream for agents
  • 360 view of customer history
  • Ability to manage interactions from within the advisor desktop
  • Flexible real estate for new platforms
  • Access to one-click knowledge and guidance through eGain Solve
eGain clients’ messaging volumes are growing
by 100 percent every year!

FEATURES

Add channels in minutes

Configuration through the user interface (UI)

No IT help required

Uses each channel’s native capabilities

Support for multimedia formats

Security certification; privacy controls

Reporting and analytics

“Sticky agent” feature to connect the customer to the same agent again