eGain Corporation

10/19/2021 | News release | Distributed by Public on 10/19/2021 02:09

What’s New in eGain 21

Gartner and Forrester consistently rate our solution #1 in knowledge-powered customer engagement. With eGain 21, we have raised the bar yet again!

In eGain 21, we've organized our customer engagement solution into three logical hubs:

  • Conversation Hub to connect,
  • Knowledge Hub to better solve, and
  • Analytics Hub to better optimize customer engagement.

Each hub is packed with new capabilities, leveraging common services to deliver a modern user experience. Powering the hubs is the eGain Composable Experience Platform, an open, secure, and scalable platform with an expanded set of capability dots (à la Gartner's Packaged Business Capabilities).

Here are some exciting, new capabilities in eGain 21.

Conversation Hub

  • Unique BYOX Architecture: BYOX allows you to BYOB (Bring Your Own Bot), BYOC (Bring Your Own Channel), and BYOA (Bring your Own Agent Desktop) into our conversation hub to enable personalized, continuous conversations with customers. A few beta customers have connected their existing bots based on Google AI and IBM Watson bot into their eGain conversation hub. Others are opting to use our best-in-class Virtual Assistant automate customer conversations in the hub. Plug and play of capability dots has never been easier.
  • Expanded customer messaging channel support: Engage customers via additional messaging touchpoints with pre-built connectors for WhatsApp, Google's Business Messages, and Apple Business Chat.


Knowledge Hub

  • eGain Knowledge Desktop™: Empower your phone-based agents with contextual knowledge and conversational guidance, while adhering to your company policies and compliance requirements, all without extensive training and expensive oversight.
  • eGain Virtual Assistant™ for Agents: Provide over-the-shoulder, real-time help for agents by monitoring customer conversations to proactively surface knowledge and AI guidance.
  • Bot Master: Create, configure, train, test, and optimize your virtual assistants (bots) with ease using a unified WYSIWYG interface!

Analytics Hub

  • Deep Analytics for AI guidance and conversational automation: Get granular insights into intent determination effectiveness , self-service deflection rates, and customer escalation points. Drill down to understand the correlation between knowledge use by agents with KPIs like FCR and AHT. Optimize knowledge content and AI guidance based on observed business outcomes, user adoption and feedback.
  • Bulk agent re-skilling: Configure bulk re-skilling actions using dynamic business logic and schedule them for Cisco CCE contact centers.
  • Amazon Connect support: Now you can leverage all operational analysis capabilities of the eGain Analytics Hub with Amazon Connect as well. For clients who are considering a move to Amazon Connect, migrating from their legacy contact center platforms, this ensures a seamless measure and manage experience across their legacy and cloud contact center stacks.

eGain Composable Experience Platform

  • Modern, unified platform administration: Don't sweat administration with our completely redesigned, cross-browser compatible Administration Console. It eliminates admin silos and consolidates it all in one central place - fast and simple.
  • Support for serverless extensions: Easily integrate with other systems by using cloud-based extension code. We support bothAWS Lambda and Azure functions. You can now subscribe to events (e.g., case closures) from the eGain platform to enable integrations across the enterprise.
  • Expanded connectors to additional CRM and CC platforms: Leverage existing investments with new connectors such as eGain Knowledge Hub for ServiceNow, eGain Knowledge Hub for SAP, and updated connectors for Salesforce, Avaya Call Center Elite Digital, Cisco, and Adobe Experience Manager.

Register now for the October 20th webinar on the composable experience platform.

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