Cloud-based customer engagement hub that is trusted by leaders
eGain Solve™ is the industry’s leading omnichannel customer engagement software suite
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
The Customer Engagement Hub (CEH) consists of modular, best-of-breed applications, built on a one-of-a-kind customer engagement hub platform, eGain OpenCEH™ Platform. The apps combine 360-degree customer context, intelligent process guidance, and actionable knowledge to foster deep customer engagement and enhance every interaction. Moreover, the web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
- eGain Superchat empowers businesses to proactively engage customers beyond text chat with unified auto chat, video, voice, and cobrowse. Superchat also allows consumers to hop across media channels or use them together, for instance, video chat and cobrowse. Also, businesses can easily set up rules to offer contextual assistance without IT assistance.
- eGain Social Experience Suite is a complete, one-of-its-kind solution for integrated social customer service, knowledge harvesting, and reputation management. Unlike alternatives, it is comprehensive, blended with other interaction channels, and designed for enabling best practices in social customer service.
- eGain OpenCEH Platform is a common platform for managing service processes and knowledge across multiple channels, contact centers, and departments.
- eGain Adapters provide certified integrations with leading business, call center, content, email, and social media software.
- eGain Web Services API enables customer and partner innovation by customizing, extending, and leveraging eGain OpenCEH Platform capabilities
- eGain Widgets (Mobile and Web) consist of a range of powerful, lightweight mini-applications that enable “always-on” access to the interaction capabilities and vital business information and content in your eGain deployment from mobile devices and web interfaces.
Graphical workflows to easily route and track tasks
Powerful service resolution capability to help agents resolve complex issues quickly
Knowledge base, interaction records, users and user groups, reports, dashboards, and real-time monitors shared by products
Custom-created activities and fields to match the needs of any business
Pre-built adapters for easy access to information in external data and content sources and email systems
Specialized consoles for agents, social media managers, supervisors, managers, business analysts, knowledge authors, and administrators
The CEH Advantage
Woo, wow, and keep customers by making it easy for them to do business with you
Establish and extend competitive advantage by offering better customer experiences
Dramatically reduce interaction costs and increase sales
Deploy new interaction channels at very little cost
Maximize contact center productivity, service consistency, business process efficiencies, and self-service adoption