Contact Center Solutions Featured Article

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

February 11, 2013

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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014
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!