eGain


What is eGain?

"eGain provides cloud, hosting, and on-site customer interaction software for sales and service."

eGain offers AI-powered solution used by leading organizations worldwide. It is a transformative customer service for supporting online customers and contact center agents. This service helps businesses engage, gain, and serve customers throughout various communication channels.

The suite consists of following modules: eGain CallTrack, eGain Chat, eGain Virtual Assistant, eGain ClickToCall, eGain Cobrowse, eGain Mail, eGain Notify, eGain Offers, and eGain Social. The whole package ensures 360-degree customer feedback and reliable information that can improve customer interaction. This way, businesses can offer their customers the option of live chat with support agents.

eGain converts conventional call centers into knowledge-based multichannel customer interaction centers. There is also Artificial Intelligence-powered virtual assistant software, as a virtual agent providing help for website visitors. It is based on the natural language processing technology, that acts as a guide for customers. Finally, eGain Social is a tool that collects data from social media, analyzing visitors' queries and content acting as a single-sourced social publishing, and reputation management.


eGain scored 81/100 in the Customer Engagement category. This is based on user satisfaction (69/100), press buzz (40/100), recent user trends (rising), and other relevant information on eGain gathered from around the web.

The score for this service has improved over the past month. What is this?

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Customer Engagement Market Radar

eGain Product Overview

  • Streamline and Automate Service Processes

  • Effectively Categorize Interactions

  • Monitor and Track Every Call

  • Integrate Multichannel Customer Communications

  • Complete Customer Information and Interaction History

  • A Common Knowledge Base

  • Intelligent Summarizing of Phone Calls.

  • Comprehensive Analytics

  • Fully integrated with other interaction channels


Languages: French, German, English
Software Buyer Guide 2019

Customer Engagement Software Buyer Guide 2019

Product recommendations, vendor rankings, market overview and tips on how to select Customer Engagement software for business. Published in February 2019.

To build a strong relationship with customers, businesses need to engage them on multiple communication channels and keep the conversation going. Customer engagement software makes the job easy for SMEs by providing them tools for social media monitoring, e...

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eGain Features

  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Comparative Reporting
  • Automatic Call Distribution
  • Auto Dialar
  • Call Logging
  • Call Monitoring
  • Call Scripting
  • Escalation Management
  • Interactive Voice Response

eGain FAQs

Does eGain offer an API?

Yes, it offers REST API.

Does eGain offer guides, tutorials and or customer support?

Support: Knowledge Base, Videos, Customer Forums, Support Portal, Chat, Phone Support, Email Support.

Does eGain offer multi-user capability (e.g. teams)?

Yes.

Does eGain integrate with any other apps?

eGain integrates with call center, business, content, and email systems.

Who are the main user groups of eGain?

Main users of eGain are large companies aiming to provide timely, contextual, and consistent knowledge to consumers across digital & voice channels, touchpoints, as well as agents in contact centers for superior CX.

What is eGain generally used for?

This service is generally used as a customer interaction software.

What platforms does eGain support?

eGain is cloud-based, hosting, and on-site software.

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