eGain Communications Corp. -  Call Center Software -  Category Directory

(408) 212-3400 

624 E. Evelyn Avenue

Sunnyvale, California 94086

www.egain.com
 

Sales

$22 million

Business Description 
eGain Communications a leading provider of call center software, used by global enterprises for over a decade. Twenty-four of the fifty largest global companies rely on it to transform their traditional call centers into profit centers, and extend their competitive advantage through superior customer service. eGain Service 6™, eGain's call center software suite, available licensed or hosted, includes integrated, best-in-class applications for customer email management, live web collaboration, virtual agent customer service, knowledge management, and web self-service. These robust applications are built on the eGain Service Management Platform ™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center and business systems.The eGain Solution

The company's call center software application suite, eGain Service 6™, is available licensed or hosted, and includes integrated, best-in-class applications for customer email management, live web collaboration, virtual agent customer service, knowledge management, and web self-service. These robust applications are built on the eGain SMP™, a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center and business systems.

The company's call center software applications and platform are based on a 100% Internet architecture and open standards such as J2EE, XML, HTTP, JDBC and Java and are designed to be easily integrated and highly scalable.

The company provide companies with the following benefits:

• Develop and enhance profitable long term customer relationships. Whether a customer is asking a question, seeking a resolution to an issue or making a purchase, our solution allows companies to greatly enhance the interaction experience for customers. Companies can respond rapidly and effectively to large volumes of email, communicate over the Web in real-time with their customers, answer questions on the phone, track the history of individual customer interactions, fulfill service requests and allow customers to handle their own service needs at any time. In addition to strengthening existing customer relationships, our products may also increase the likelihood that a web site visitor will become a customer. These visitors can interact with a customer service representative live over the web through chat, co-browsing and application sharing, to inquire about a specific product or issue, thereby increasing the likelihood that an issue gets resolved or a sales transaction is made.

• Reduce operating costs and increase revenue. The company's call center software products enable companies to provide highly effective and efficient customer service while reducing operating costs. The company's intelligent routing and auto-suggest/auto-response capabilities, tracking, workload and reporting features, and knowledge-guided service and contextual sales capabilities are designed to measurably enhance the productivity of a company’s customer service representatives while generating revenue at the same time. From an online customer perspective, our robust self-service tools, logical integrated escalation paths and sophisticated artificial intelligence engine empower online customers to resolve business issues without assistance, thereby reducing the demands on the customer service organization.

• Reduce technology costs. Call center software products are designed to integrate, not only with each other, but with data and processes residing in legacy systems and other enterprise data sources. By integrating with existing corporate systems, the platform allows companies to leverage prior investments, extend the useful lives of such systems and reduce the need for additional expenditures for enterprise applications, while transforming traditional phone-centric call centers into multi-channel contact centers.

• Provide flexible deployment options. Call center software products are designed to allow companies to deploy our applications either in-house at their own facility as installed software or in a hosted environment operated and maintained by us. Customers using our hosted operations can take advantage of our hosting expertise, thereby reducing the demands on their own information technology resources while receiving the full benefit of secure and reliable access to our applications.
 

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