eGain Call Center Review

Company: eGain

eGain is a multichannel customer service and knowledge management software provider. They provide advanced call center and customer service solutions to companies around the world, in a wide variety of industries. eGain helps mid-sized businesses get a competitive edge to increase revenue and customer satisfaction. Their award winning software is innovative and advanced.

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eGain Key Features
The eGain Service suit is a complete customer service and contact center software solution. It has a wide range of features, including assisted service, productivity tools, a customer interaction hub and more. Below is a list of the key features of the eGain Service Suite.

eGain Service Suite
•    Knowledge Management – allows agents to be as knowledgeable as possible so they are productive and provide customers with the best service.
•    Process Automation – streamline and automate customer interaction processes.
•    Web Self-Service – offers online self service and FAQ options for customers to answer their own questions.
•    Interactive Voice Response (IVR) – offers phone self-service so customers cand help themselves without using up an agent’s time.

Standout Features
•    Gartner said that eGain is the vendor with the “most complete e-service” on the market, in 2009.
•    eGain has won several awards, including KMWorld magazine’s 2010 “100 Companies that Matter in Knowledge Management”, for the fourth year in a row.
•    The software is easy to deploy and use.
•    EGain software is available for mobile devices, including BlackBerry and Android devices.

The solutions are built on a 100% web-architected CIH platform. It is offered as software-as-a-service (SaaS). There is also a mobile edition and on-demand edition of the call center software.

Happy Customers
Brookstone, VistaPrint, HSBC, Barclays, AT&T Wireless, Vodafone, Hewlett-Packard, Vertex, Volvo

There is an eGain support portal on their website, which offers self service options. Technical support representatives are also available during normal business hours by phone. Emergency support is available 24x7x365, which will connect you with an expert.

Bottom Line

eGain offers an advanced call center solution with a wide range of features. Customer satisfaction and agent satisfaction will increase with this user friendly product, that is easy to use and deploy. The solutions are not award winning for nothing. Check out what eGain has to offer.