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eGain vs Genesys Live Chat: 2024 Ultimate Comparison Guide

Failure Risk Guidance Security Report ?

Failure Risk for eGain low Failure Risk for Genesys Live Chat medium
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Comparison Summary

This comparison report of eGain vs. Genesys Live Chat is based on a specific set of business needs and context. The comparison uses 3571 Cuspera insights based on peer reviews, case studies, testimonials, and expert opinions across 50+ sources.

Introducing eGain and Genesys Live Chat

eGain, Genesys Live Chat, LiveHelpNow, Userlike, etc., belong to a category of solutions that help Live Chat. Different products excel in different areas, so the best platform for your business will depend on your specific needs and requirements.

eGain covers Engagement Management with Omnichannel, Knowledge Management, Helpdesk Management with Phone Calls, Communication Management with Social Media, etc.

Genesys Live Chat focuses on Engagement Management with Chat, Helpdesk Management with Phone Calls, Customer Feedback Management, Knowledge Management with User Generated Content, etc.

Unsure which of these solutions is right for you? Our Cuspera AI engine can compare them based on your needs and specific to your industry and context. Get your personalized report today.


logo eGain

Focus area

eGain is better than Genesys Live Chat for

Software Failure Risk

  • low

logo Genesys Live Chat

Focus area

Software Failure Risk

  • medium

About

Digital Customer Engagement Platform

Engage and convert prospects with web messaging

Age

1997

1990

Financials

IPO

PRIVATE

Business Need

Total Processes
(we found evidences for)

76

40

Total Goals
(we found evidences for)

13

12

Top Processes

Evidences indicate better relative satisfaction

engagement management

Read Reviews (233)

Read Reviews (130)

engaging and following up

Read Reviews (106)

Read Reviews (87)

knowledge management

Read Reviews (133)

Read Reviews (11)

creating knowledge base

Read Reviews (2)

Read Reviews (0)

helpdesk management

Read Reviews (84)

Read Reviews (37)

communication management

Read Reviews (65)

Read Reviews (11)

tracking & monitoring communications

Read Reviews (41)

Read Reviews (3)

sending & publishing communications

Read Reviews (15)

Read Reviews (6)

contact list management

Read Reviews (58)

Read Reviews (11)

contacts history

Read Reviews (11)

Read Reviews (4)

creating contact list

Read Reviews (5)

Read Reviews (0)

collaboration

Read Reviews (56)

Read Reviews (4)

social media management

Read Reviews (52)

Read Reviews (3)

engaging on social media

Read Reviews (12)

Read Reviews (2)

monitoring social media

Read Reviews (10)

Read Reviews (0)

social media analytics

Read Reviews (3)

Read Reviews (1)

customer feedback management

Read Reviews (31)

Read Reviews (11)

measuring customer satisfaction

Read Reviews (18)

Read Reviews (5)

measuring net promoter score

Read Reviews (1)

Read Reviews (2)

workflow management

Read Reviews (21)

Read Reviews (3)

promotion management

Read Reviews (18)

Read Reviews (0)

content management

Read Reviews (16)

Read Reviews (5)

searching for content

Read Reviews (4)

Read Reviews (1)

lifetime value management

Read Reviews (12)

Read Reviews (2)

competitive intelligence

Read Reviews (8)

Read Reviews (3)

performance management

Read Reviews (6)

Read Reviews (0)

discount management

Read Reviews (4)

Read Reviews (0)

touchpoint management

Read Reviews (4)

Read Reviews (0)

relationship management

Read Reviews (4)

Read Reviews (0)

sales call management

Read Reviews (4)

Read Reviews (0)

customer case management

Read Reviews (4)

Read Reviews (0)

loyalty management

Read Reviews (4)

Read Reviews (0)

customise loyalty program

Read Reviews (4)

Read Reviews (0)

business development

Read Reviews (3)

Read Reviews (0)

revenue cycle management

Read Reviews (3)

Read Reviews (0)

products & pricelist management

Read Reviews (3)

Read Reviews (2)

reputation management

Read Reviews (3)

Read Reviews (0)

generation of new leads

Read Reviews (2)

Read Reviews (2)

lead qualification

Read Reviews (2)

Read Reviews (2)

lead qualification: technographic

Read Reviews (1)

Read Reviews (2)

sales document management

Read Reviews (2)

Read Reviews (0)

contract management

Read Reviews (2)

Read Reviews (0)

training & onboarding

Read Reviews (1)

Read Reviews (2)

SeealllessActivities

Top Goals

Goals Achieved

  • Scale best practices

  • Enhance customer relationships

  • Acquire customers

  • Improve digital and social presence

  • Increase sales & revenue

  • Improve ROI

  • Improve efficiency

  • Launch new products

  • Grow market share

  • Build brand awareness

  • Increase average basket value

  • Improve consistency

  • Establish thought leadership

  • See 10 more

  • Acquire customers

  • Enhance customer relationships

  • Improve internal communications

  • Increase sales & revenue

  • Build brand awareness

  • Scale best practices

  • Enter new markets internationally or locally

  • Improve efficiency

  • Improve ROI

  • Manage risk

  • Establish thought leadership

  • Launch new products

  • See 9 more

Top Channels

Channels Used

  • chat

  • e-mail

  • social media

  • user generated content

  • blogs

  • phone calls

  • website

  • omnichannel

  • text SMS

  • Facebook

  • Twitter

  • video

  • promotions

  • LinkedIn

  • Whatsapp

  • review sites

  • Amazon

  • mobile

  • offline

  • trade shows

  • See 17 more

  • chat

  • e-mail

  • social media

  • user generated content

  • blogs

  • phone calls

  • website

  • omnichannel

  • text SMS

  • Facebook

  • Twitter

  • video

  • promotions

  • LinkedIn

  • Whatsapp

  • review sites

  • Amazon

  • mobile

  • offline

  • trade shows

  • See 17 more

Failure Risk Guidance Security Report?

Low Medium High
Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

low

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medium

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Integration Risk

low

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low

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Migration Risk

low

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medium

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IT and Other Capabilities

  • Low
  • Medium
  • High

Business Setting