eGain Communications is one of the top providers of contact center and multi-channel service solutions to growing mid-sized businesses worldwide.
The company’s mission is to deliver tools that enable companies to effectively expand and enhance their call center and support operations. Since its founding in 1993, eGain has demonstrated a strong commitment to innovation, obtaining early patents for its cutting-edge knowledge management and case-based reasoning technologies. Additionally, the company launched the industry’s very first Web-based on-demand email management solution in 1998.
Today, eGain offers a comprehensive software portfolio, including one of the leading eServices packages on the market. These solutions help hundreds of businesses across the globe deliver world-class support, improve customer satisfaction and retention, and achieve a competitive edge.
The eGain suite is available as both an on-site and on-demand solution, and delivers a complete range of applications and functionality to help transform traditional call centers into multi-channel interaction hubs. As a result, companies can dramatically enhance customer interactions, improve agent productivity, minimize service-related labor and costs, and boost revenue generation.
Available eGain modules include:
- Web self-service
- Assisted service/live collaboration (chat and co-browse)
- Email management
- Fax integration
- Case management
- Call tracking
- Knowledge management
- Process and workflow automation
A wide range of content and data adapters are also available, so information from a variety of external systems and sources can be seamlessly integrated with the eGain applications. eGain also links directly to Microsoft Outlook and many commonly-used computer telephony integration (CTI) solutions.
The eGain solution suite has received numerous accolades from leading analysts and other industry experts. eGain eService has been ranked #1 by both Forrester Research and Patricia Seybold Group.
Additionally, the company was recently named to KMWorld magazine’s prestigious list of “100 companies that matter in knowledge management”.