Contact Center Solutions Featured Article

February 11, 2013

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

By Raju Shanbhag

TMCnet Contributor

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

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