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Multiple interaction channels can be set
up easily and managed well if you harness
the power of one—one knowledge base,
one customer base, one set of interaction
records, one universal queue, and only one
set of analytics tools. The more varied
your interaction options, the more important
it is to support them with the same information,
best practices and metrics. At the heart
of every successful multichannel customer
interaction hub is common infrastructure
that is open, robust and designed for growth.
This infrastructure lets you present a single
face to your customers and to recognize
and know them at every contact point.
eGain Service applications use a
common platform, eGain CIH Platform™.
A scalable next-generation service management
platform, it ties case management to
service fulfillment, providing all applications
the following infrastructure:
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