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"eGain
Live Web is a clear leader among solutions
for real-time, web-based assisted customer
service and support. We're proud to
recognize eGain for its technology excellence
with a Product of the Year Award for
2002."
- Nadji Tehrani
Chairman
of TMC and founder of Customer Inter@ction
Solutions®
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Chat
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Live chat software
eGain Chat™ gives your agents a comprehensive
set of tools for live customer service. High-value,
live assistance to online customers and prospects
gives your company the ability to offer satisfying
web experiences and convert site visitors
into profitable, long-term customers. As a
leading chat customer service software solution,
eGain Chat has been providing businesses with
live customer service and support capabilities
since 2000. Features include text chat, phone
callback, screen push, escorting, and form
collaboration. Its patent-pending WorksEverywhere™
technology ensures that communication can
be established from any web browser. The system's
powerful, query-specific routing and workflow
maximize both agent productivity and the quality
of service delivered. The comprehensive assistance
capabilities include:
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For more comprehensive
interactions, eGain Chat supports
two-way, "follow me"
web browsing so that agents and
customers can lead each other
to specific web pages for faster
issue resolution. |
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eGain Chat also
features powerful file-sharing
capabilities. These include integrated
screen capture, allowing agents
to easily share files residing
on their desktop, and a unique
drag-and-drop file exchange feature,
giving agents the ability to send
entire files to customers with
a single mouse-click. |
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eGain Chat enables the
agent and the customer to fill out forms
together, field by field, even highlighting
specific areas of a form or web page
for additional clarity. Full security
is included for sensitive information
such as credit card numbers. |
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If still more help is
needed, customers can request the agent
to call back. The system can also be
configured to automatically place the
call using eGain CTI Adapter™, an optional
computer-telephony integration (CTI)
solution that integrates eGain Chat
with automatic call distributors (ACDs)
so call centers can leverage their existing
infrastructure and deliver blended service. |
Related products
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eGain Cobrowse™
which enables agents to provide even
more sophisticated collaboration options
to online customers and prospects. |
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Related professional services
packages
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eGain
Proactive Chat which enables
agents to proactively engage and assist
visitors as they browse your website. |
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