A Sunnyvale, CA provider of cloud-based customer engagement solutions, eGain, has helped a US-based insurance and financial services group to transform digital customer experiences through its cloud-based customer engagement platform. The name of the company has not been revealed.
The new customer will utilize eGain-powered customer engagement hub (CEH) in the cloud to fast-track sales and service across digital, contact center, and field channels. After a thorough research, the insurance and financial services group finalized on eGain’s solution to provide the best customer service and to enhance smart customer engagement across its websites, contact center, and field agents in a profitable manner.
eGain’s CEH is a multichannel cloud-based customer engagement software suite encompassing social applications for integrated social customer service, knowledge harvesting, reputation management, and community management, as cited by the company.
A spokesperson from eGain stated that they have already deployed digital agent desktop to enable customer communication through email, chat, click-to-call, and cobrowse. Web self-service and multichannel knowledge is being implemented now.
The newly deployed solution is expected to drive omnichannel customer journeys through proactive and reactive engagement. Digital engagement through mobile and virtual assistant technology is also part of the project, according to officials at eGain.
All eGain applications are built on customer interaction hub platform that helps users to sell smarter, serve better and know more. The eGain OpenCEH platform, which is built on web-services-based architecture, is a common platform for managing service processes and knowledge across multiple channels, contact centers, and departments.
Some of the applications available in the CEH include SuperChat, Social Experience Suite, Adapters, Web services application programming interface (API), and widgets.
The eGain SuperChat helps in engaging customers beyond text chat with unified auto chat, video, voice, and co-browse. The eGain Social Experience Suite offers integrated social customer service, knowledge harvesting, reputation management, and community management. The eGain Adapters offers certified integrations with business, call center, content, email, and social media software.