eGain Reimagines Omnichannel Customer Engagement with Conversational Automation Related Articles Achieve Better CX With Conversational AI and Automation Conversational AI: Customer Engagement in the Age of Messaging Definition: Contact Centre Jargon and Terminologies What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid © kras99-Adobe-Stock-79783756 191 Filed under - Contact Centre News, eGain eGain has announced major enhancements to its eGain Solve software suite. eGain Solve Fall 2019 Edition includes innovative capabilities to accelerate digital transformation success, end-to-end: Connect, Solve, and Optimize. Here are the highlights: CONNECT eGain Messaging Hub unleashes the power of eGain knowledge and guidance solutions across all messaging channels, including Apple Business Chat, SMS, WhatsApp Messenger and Facebook Messenger. Businesses can effortlessly launch intelligent, personalized outbound notifications from the Hub. They can automate messaging-based customer conversations with eGain Virtual Assistant with full-context, step-up escalation to human-assisted chat and step-down transition back to the virtual assistant. Agents can serve customers across all messaging touchpoints from within the eGain Advisor Desktop with 360-degree customer interaction history. See www.egain.com/messaging-hub SOLVE eGain Sales Advisor makes all your sales agents as good as your best sales agent with best-practice process guidance. Easy to deploy and manage, it is built on proven, award-winning AI technology, knowledge, and analytics. The solution also automates goal-based coaching via personalized digital engagement and A/B optimization. eGain Virtual Assistant for Agents continuously monitors conversations to serve up best-practice guidance and knowledge to agents when relevant. The agent does not have to defocus from the customer conversation to search the knowledge base, nor does she have to tab to another window to get to the right procedure. Surfacing the right knowhow exactly when it is needed boosts agent adoption of company best-practices, improving agent confidence and optimizing the overall customer experience. OPTIMIZE eGain Analytics for Amazon Connect is a rich and scalable solution for omnichannel analytics and customer journey insights for Amazon Connect. eGain IVR Analytics empowers contact centers to easily understand customer behavior and assess customer experience inside their IVR system. Using eGain’s interactive, business-friendly tool, analysts can visually identify bottlenecks in IVR journeys to understand root causes for abandonment and escalation. With these insights, they can optimize IVR pathways, smartly adding digital off-ramps like SMS Chat and Virtual Assistance to improve NPS and reduce service cost. “Yesterday’s tools are not the answer to today’s digital-first, AI-augmented world,” said Ashu Roy, eGain CEO. “Our new release offers unrivalled breadth and depth of AI and knowledge-powered omnichannel capabilities to easily transform contact centres into customer engagement centres for service and sales.” Author: Robyn Coppell Published On: 15th Oct 2019 - Last modified: 11th Jan 2023 Read more about - Contact Centre News, eGain Recommended Articles Achieve Better CX With Conversational AI and Automation Conversational AI: Customer Engagement in the Age of Messaging Contact Centre Jargon and Terminologies What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter