Contact Center Solutions Featured Article

December 05, 2012

eGain's 'SuperChat' Helps Orchestrate Customer Experience

By Mini Swamy

TMCnet Contributor

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

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