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IT
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Unify multichannel customer service
The new "multichannel" customer
wants to do business 24x7 and through any
one of a range of interaction channels.
Moreover, the new customer expects you to
remember past interactions regardless of
channel and provide consistent service across
channels for a superior service experience.
How do you meet customer expectations that
keep increasing on an IT budget that keeps
shrinking? How can you provide the multichannel,
multilingual, "always-on" service
that customers expect, the scalability that
the extended contact centers of today require,
and the easy monitoring and troubleshooting
that your team demands?
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In this environment, technology choices
are more important than ever. eGain
can help you cost-effectively transform
a traditional call center, help desk,
or web customer service operation
into a multichannel
Customer Interaction Hub (CIH).
Based on the Power of One™, the
concept of one unified platform for
customer interaction and knowledge
management, a CIH will enable you
to do the most you can with your budget.
You will be surprised by how well
it addresses your worries about total
cost of ownership (TCO) and buying,
maintaining, integrating and extracting
business value from enterprise customer
service and contact center software.
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Consolidate
Harness the Power of One with the eGain
OpenCIH Platform™, the only way to
add channels at very little cost
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Enable multi-site, multilingual
and multichannel, and multi-faceted
customer interactions from the same
installation |
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Meet customer expectations
of seamless experiences across channels
by sharing the same processes, interaction
repository, and knowledge base |
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Get a solution set that is both broad
and deep with applications that are
not only built on a common platform
but have also been recognized for excellence
and are being used in best-of-breed
ways by demanding blue-chip clients
as a suite and as individual applications |
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Scale
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Scale your customer service
management system to support today's
extended enterprise contact centers
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Eliminate single points of failure
with robust distributed installations |
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Evolve
Start big or small, add channels as dictated
by your budget and customer service roadmap;
a CIH can enable all kinds of customer interaction
initiatives:
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Provide agents with knowledge-based
productivity tools |
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Web-enable call centers
by adding web-based interaction channels |
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Improve or add to existing
eService capabilities |
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Link contact centers
with back-office fulfillment systems |
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Set up a next-generation
CIH from scratch |
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Extend
Provide agents and customers two-way access
to existing data and content assets
Leverage
Continue to get value from the web-services
based customer service innovation platform
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Customize and leverage
eGain capabilities from within or outside
eGain through eGain OpenCIH, an open
web services API that enables a whole
ecosystem of agile, innovative solutions
built by partners and end-customers
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Create unique end-to-end
process automation using eGain ActiveObjects,
business-friendly building blocks for
collaboration, content, logic, and reasoning
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Use the sophisticated
decision support capability of the Inference™
Reasoning Engine in more interaction
channels and processes |
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The eGain Advantage: The Power of One
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The more interaction channels you
have, 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. |
Multiple interaction channels can be set up
easily and managed well if they are built
on a common platform and share:
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One knowledge base |
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One customer base |
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One set of interaction
records |
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One set of workflows
and queues |
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One set of analytics
tools |
Completely modular, eGain applications can
be deployed one application at a time or all
together. Deployment options, too, are flexible:
They can be deployed on-demand on eGain's
hosted network, installed in-house to be managed
remotely by eGain, or be completely set up
and managed in-house.
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