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eGain United Kingdom
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What do we do?
eGain helps organisations provide consistent,
high quality customer service and contact
centre software solutions for in-house and
on demand deployment across all channels.
We pride ourselves on actively supporting
our customers' business objectives and their
day-to-day operations.
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Combination of over 20 years experience
of knowledge management and best of
breed email and collaboration |
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Experience from successful deployments
factored in to products: usability,
'out of the box' functionality, simple
administration and maintenance |
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Local Expertise and support |
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Regional sales, support and implementation |
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Development and back office in Pune,
India |
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Global technology partnerships: Adobe,
Amdocs, Aspect, Cisco, Cap Gemini, Deloitte,
HP, IBM, Wipro |
eGain trusted by
leaders - 24 of Global 50 Companies
With over 800 customers our solutions have
been successfully deployed in the largest
enterprises across many industry sectors in
over 18 countries.
Read
more
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help companies: |
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Provide an excellent customer service
experience |
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Maximise relationships |
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Cut service costs |
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Increase visibility of customer levels |
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Derive immediate ROI |
What do we specialise
in?
Customer Information Hub (CIH) A unique
service management platform to provide common
infrastructure to multiple interaction channels.
Best-of-breed tools for managing and automating
email, web, paper and phone interactions
(http://www.egain.com/products/index.asp)
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CIH brings together Channel Management,
Knowledge Bases, Business Rules and
Reporting in a single place |
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CIH is a framework for delivering
consistent, responsive, personalised
and high-quality customer service across
all channels |
eGain® Service™
With eGain Service, the industry's
most innovative and complete suite of
customer service and contact centre
software, you get to do more with less.
eGain Service helps organisations transform
their traditional call centres into
multichannel customer interaction hubs.
Available for in-house or on-demand
hosted deployment, the suite includes:
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Integrated, best-in-class applications
for - |
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Web self-service |
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Email, fax, and letter management |
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Web chat and cobrowsing |
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Call tracking |
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Knowledge management |
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A scalable next-generation platform
designed for managing service processes
across multiple channels, contact centres,
and departments |
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Certified integrations with leading
call centre, content, and business systems |
| Benefits |
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Resolve customer issues the first
time, creating higher customer satisfaction
and loyalty |
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Automate service processes in order
to increase efficiency |
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Decrease agent training time |
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Increase profits by minimising expenses
and retaining more customers |
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Reduce average customer hold time
through more efficient routing of calls
and higher customer use of self-service |
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Gain valuable insight from customer
interactions |
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Support multiple interaction channels
from a single platform |
eGain® KnowledgeAgent™
Flexible web-based access to quality
information is key for empowering agents
and other employees with the information
and know-how they need to competently
perform their jobs. eGain KnowledgeAgent
lets you provide intranet or extranet
access to the common knowledge base.
It is an integral part of eGain Service™,
the industry's most innovative and complete
suite of customer service and contact
centre software.
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| eGain
KnowledgeAgent |
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A proven contact centre solution,
implemented by hundreds of leading enterprises |
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Supports agents of all levels with
multiple access modes and roles |
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Drives call set up and wrap up efficiencies
by integrating with call tracking systems |
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Offers high quality content; maintain
it at low cost |
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Enables knowledge reuse across the
enterprise without expensive duplication |
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Is a reliable, available, and scalable
architecture |
eGain® SelfService™
eGain SelfService enables organisations
to offer adaptive web-based self-service
solutions that
provide a range of ways to get to information
in the common knowledgebase. It is an
integral part of eGain Service™,
the industry's most innovative and complete
suite of customer service and contact
centre software.
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| eGain
SelfService |
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Is a proven solution used by hundreds
of enterprises |
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Drives strong user adoption through
unparalleled multi-access options |
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Ensures customer comfort through
easy escalation to assisted channels |
eGain® Mail™
eGain Mail is the industry's leading
email response management application.
A seventh-generation, award-winning
product, it enables organisations to
intelligently route and process inbound
emails, webform enquiries, faxes, and
letters. eGain Mail is an integral part
of eGain Service™, an innovative
and complete suite of customer service
and contact centre software.
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| eGain
Mail offers |
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Predefined workflows to manage incoming
email and webform enquiries.
Contains service level agreement (SLA)
triggers to automate email routing and
monitoring
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Intelligent parsing of the content
of all queries. Ability to send auto-responses
and recommend responses to agents |
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Tracking of all customer queries |
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Complete customer information and
interaction history, across channels
available to agents, enabling informed
interactions. |
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Access to the centralised knowledge
base that enables agents to accurately
resolve complex enquiries and processes.
Agents can also contribute to the knowledge
base |
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Varied collaboration options with
experts within and outside the system |
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Comprehensive analytics and real-time
alarms for operational performance management |
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Partnering with eGain
eGain recognises the value to our customers
of creating a community of consultants, outsourcers
and solution and technology providers through
a robust alliance and affiliate program. Through
such a holistic community, we offer our customers
the means to quickly implement a comprehensive
eService and customer interaction hub solution.
eGain has assembled an all star team of companies
with the business, creative and technical
knowledge capable of providing today's eBusinesses,
whether dot.coms or Global 2000, with leading-edge
integrated customer service solutions. With
these combined resources, we are helping companies
across the globe to "Gain Customers"
and "Sustain Relationships."
Click here for more information
eGain services
eGain offers a full range of services including
professional services and full service hosting
to help you deliver the most positive customer
experiences to your customers.
Read
more
Contacting eGain
eGain serves customers worldwide
including Europe, the USA, the Middle East
and Africa. The European headquarters are
situated in the United Kingdom near London,
with offices in Ireland, Italy and the Netherlands.
View
contact details and directions
eGain Communications Ltd
258 Bath Road
Slough, Berkshire
United Kingdom
SL1 4DX
Phone: +44 (0)1753 464646
Fax: +44 (0)1753 464647
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