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www.egain.com
publications@egain.com

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
  Forums
  Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
  Field Agent Scheduling/Dispatch
  Parts Inventory/Logistics Tracking
  Wireless Field Service
  CRM
> Case Management
> Entitlement
> SLA Tracking
> Customer History
> Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
  Work Force Optimization
  Quality Monitoring
  Learning Management System
  Voice Self-Service
  Survey Management


  Business Consultants
 
 
 
 

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