Contact Center Solutions Featured Article

eGain Positioned in the "Leaders" Quadrant of the Magic Quadrant

February 11, 2013

With so many platforms available to communicate with the customers, companies are finding the job of customer communication is easy and difficult at the same time. On the one hand, they can reach customers through more than one channel, and on the other, they are not too sure which channel is preferred by the customer.

eGain, a company that makes it easier to communicate with customers on various communication platforms, has announced that the company has been positioned in the magic quadrant by Gartner (News - Alert) for its CRM Web Customer Service Applications.

eGain makes multichannel customer engagement easier for the customers. It allows them to bring together a host of communication platforms with modular applications, which are created using a common platform.

According to Gartner, leaders in magic quadrant have a vision that can change the dynamics of the market they are operating in. Then, these leaders back that up with products that help them in realizing their vision. According to Gartner, the clients of magic quadrant leaders state that these leaders deliver high value products and always fulfill their commitments.

Among the many qualities required for a leader, Gartner considers the ability of their product to make a positive impact the most important one. According to Gartner, the leaders’ products not only improve its customer’s position in the market, but it also reduces cost, leading to a two faced increase in profitability.

According to eGain, the company provides the industry’s only unified customer engagement and knowledge management software suite. It provides customer interaction hub platform for its clients which allow them to deliver a memorable communication experience to their customers.

“We are delighted to be in the Leaders quadrant," said Ashu Roy, eGain CEO. "We are very excited at the prospect of powering even more innovative and ambitious online customer engagement strategies.”

In 2011, the company introduced eGain 10 for Cisco (News - Alert) Unified Contact Center Express (Unified CCX) 8.5.




Edited by Carlos Olivera

Article comments powered by Disqus

Related Contact Center Solutions Articles

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!