Contact Center Solutions Featured Article

eGain's 'SuperChat' Helps Orchestrate Customer Experience

December 05, 2012

With so many chat solutions surrounding us, do we really require another one? eGain, the provider of multichannel customer engagement solutions, obviously thinks we do and that’s why it has made available a first of its kind solution, eGain SuperChat.

eGain SuperChat claims to be a chat solution with a difference and lives up to its name by unifying video, voice and auto chat, enabling companies to deliver real-time assistance, live collaboration options and providing smooth co-browsing experiences even on the most complex websites.

And, if customers want, they can either move across the voice, video and auto chat media channels individually or blend all the options and use them in conjunction.

In the current scenario, where consumers are living digital lives and seeking novel, immersive experiences from their favorite brands, the idea of eGain Superchat does appear to have some relevance.

"eGain SuperChat enables businesses to rapidly orchestrate and optimize delightful real-time customer experiences better than ever before," said Ashu Roy, CEO at eGain.

Also, with customer engagement and ongoing care being the propositions that bring value add to the company, the concept of eGain Superchat does hold immense possibilities. It has proven abilities for on-demand and on-site deployments. When combined with other eGain products, it offers endless sales and service opportunities.

Analysts at Gartner (News - Alert) examined the competitive business advantage that was achieved through apps in the differentiation and innovation layers and noted that customer interfaces that blend multiple options to offer a unified experience fell into that category.

 Recently, eGain announced that it had been selected by a Fortune 100 technology company, SAP (News - Alert) AG, to power its vision of delivering personalized customer experiences across channels, languages, and devices.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

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!