Contact centers

Challenges

	Improve customer experience and loyalty.
	Do more with less, enhancing contact center performance and sales, while controlling customer service costs.
	Improve operational metrics within and across all interaction channels that are aligned with the goals of the contact center. Examples include number of interactions handled by agents (e.g. contacts per agent-month), First-Contact Resolution (FCR), Average Handle Time (AHT), Total Handle Time (THT), call wrap-up time, Average Speed of Answer (ASA), call abandonment rate, IVR completion rate, number of escalations, service level compliance rate, etc.
	Enable intelligent upsell and cross-sell to turn your contact center from a cost center into a profit center.
	Provide multiple interaction channels to customers and offer web self-service, web chat, and email beside traditional phone and paper communication.
	Offer convenient, consistent service through all channels.
	Create a complete view of the customer at every interaction point.
	Manage service levels across all channels.
	Ensure "best practice" process standardization across channels and agents.

eGain solutions
	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. These tools can be implemented in a modular fashion, while leveraging the customer interaction hub (CIH) architecture through common business logic, knowledge base, and agent administration capabilities.
	Platform easily integrates legacy customer data with multichannel service interactions so that agents get a common view of the customer—across service, marketing, billing, and account details.
	Integrated analytics to track service levels and manage agent performance across phone, email, and web channels.
	Patented Inference™ reasoning engine combined with workflow modeling to capture and standardize contact center processes so that "every agent can be as good as your best agent."
	Configurable data adapters link into marketing and customer databases to guide service conversations to upsell to customers.

Customer successes

	"The eGain solution has made it possible to service new customers effectively, enhance our relationships with existing business clients, and gain a better understanding of our customer's needs."
	"eGain Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers."
	"When we introduced eGain Knowledge, it put us in control of the call. We dictated the pace of the call and were able to convey consistent answers to the customer. We went from solving about 70 percent of calls at first point to solving around 95 percent of all calls without requiring an escalation."
	"In the increasingly complex world of mobile phones, our agents are more confident in answering customers' inquiries. In turn they provide better service to our customers."