345 E. Middlefield Rd.
Mountain View, CA 94043
650.230.7500
Solutions:
eGain Service Suite
eGain SelfService
eGain Chat
eGain KnowledgeAgent
eGain Inference Reasoning Engine
eGain Workflow
eGain CIH Platform
Company 360
Revenues:
$22.6M
Installed Base:
900
Employees:
250
Deployment:
Saas and OnPremise
Customer References
ABN AMRO
AT&T
Timberland
Quixtar
Vodafone
Virgin Mobile
Design Within Reach
Aliant
Navman
John Ragsdale Commentary
One of the original eService vendors, eGain started in the mid-90s with email response management, and have grown their suite through acquistions and internal development. Today, eGain offers a complete end-to-end Customer Service suite, incluidng a strong knowledgebase offering with a cased-based orientation for complex problem diagnosis, full mutli-channel support including web collaboration, a contact center desktop including case tracking, and a new guided selling solution for agents and customers shopping online. Buiding on their strength in tech support, eGain now offers industry solutions for financial services, retail telecom, and other verticals.
Functional Coverage
eService
>
Web Collaboration
Proactive Chat
>
Email Response Management
>
Agent Knowledgebase
>
Agent Diagnostic Tools
>
Customer Knowledgebase
>
Customer Self-Service Problem Diagnostic/Self-Healing
