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Customer interaction management
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eGain
Adviser™ empowers agents—whether
they are novice, expert, in-house, or outsourced—to
handle complex customer interactions. Agents
receive guided help for providing contextual
upsell and cross-sell, follow-on service fulfilment,
and value-added advice through conversations
that are compliant with regulations and corporate
best practices. The solution includes a highly
flexible user interface, integrated workflow,
and interactive process guidance, powered
by the eGain Inference® Reasoning Engine,
a proven technology used by enterprises for
over 15 years.
Improve customer satisfaction by guiding agents
through complex processes
Access to the right information at the right
point is the secret to providing high quality
service. Designed to help innovative, customer-centric
organizations provide standard-setting customer
interactions, eGain Adviser is an agent’s
best friend.
There is only so much that an agent can learn
or remember to use while serving customers.
Queries come in all shapes and sizes—eGain
Adviser gives your agents the confidence to
handle the most complex of queries.
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At every
stage of the interaction, agents are
provided links to related information,
preparing them for any turn that the
interaction might take. |
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First call
resolution rates improve significantly.
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Ensure compliance with internal procedures
and external regulations
An interactive tool is the best way to ensure
compliance in complex interactions. With eGain
Adviser, agents are always aware of procedural
and regulatory requirements.
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At every
stage of the interaction, agents are
asked to complete any “required”
steps. |
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Businesses
not only meet compliance requirements
but also provide more useful and complete
interactions. |
eGain Adviser is used by businesses in financial
services and communications industries, for
instance, to ensure compliance in tasks such
as opening accounts and switching providers.
Help agents upsell and cross-sell during service
interactions
eGain Adviser is an invaluable tool for upsell
and cross-sell.
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At every
stage of the interaction, agents are
provided reminders about related products
along with links to more information. |
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