Contact Center Solutions Featured Article

eGain's Cloud-based Platform Empowers US-based Insurance and Financial Services Group to Improve Customer Engagement

March 26, 2014

A Sunnyvale, CA (News - Alert) 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. 




Edited by Cassandra Tucker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014
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!