eGain Overview

This is a summary of the comprehensive capabilities and benefits of eGain based on over 2569 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.

eGain, Genesys Live Chat, LiveHelpNow, Userlike, Freshdesk Messaging, etc., all belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Do you need to check if eGain is right for your needs? Our Cuspera AI engine can evaluate how eGain fits your specific business needs, industry, and context. Get your personalized assessment report today.

eGain supports business activities such as:

  • Engagement Management
  • Knowledge Management
  • Helpdesk Management
  • Communication Management
  • Contact List Management

eGain can help you with many business goals, such as Scale Best Practices, Enhance Customer Relationships, Acquire Customers, Improve Digital And Social Presence, Increase Sales & Revenue, etc. It can help manage these activities if you use Omnichannel Phone Calls Social Media etc. for these needs. As a solution, eGain's capabilities include Feedback Surveys, Alerts: Popups & Notifications, Personalization, etc.

eGain was founded in 1997. Consumer Electronics Vertical is its biggest customer base.

Reviews

"...AI Chatbot Virtual Assistant Software Improves Customer Engagement...." Virtual Assistant from eGain

Cuspera Reviews

32 buyers and buying teams have used Cuspera to assess how well eGain solved their Live Chat needs. Cuspera uses 2569 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

Business Priorities

Scale Best Practices and Enhance Customer Relationships are the most popular business priorities peers achieved using eGain.

Other priorities:

  • 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 all business priorities See less business priorities

Use Cases

Peers recommend Engagement Management , Knowledge Management , Helpdesk Management , as the business use cases that they have been most satisfied while using eGain.

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Engagement Management with Omnichannel

4.99/5 ★

Read Reviews (233)

"...AI Chatbot Virtual Assistant Software Improves Customer Engagement...." Virtual Assistant from eGain
engaging and following up

4.98/5 ★

Read Reviews (106)

"...eGain can help you cost-effectively transform a traditional call center, help desk, or web customer service operation into an omnichannel Customer Engagement Hub (CEH)...."
Knowledge Management

4.96/5 ★

Read Reviews (133)

"...eGain has implemented many enterprise knowledge bases that guide agents through the process of validating entitlement and offering enhanced services where appropriate...." Customer Experience Solutions for Utilities
creating knowledge base

3.82/5 ★

Read Reviews (2)

"...Knowledge managers gain visibility of article views, feedback, search behavior, contact deflection and a whole lot more...."
Helpdesk Management with Phone Calls

4.97/5 ★

Read Reviews (84)

"...With external system integrations, users can sync their CRM, content management programs, and call center systems to this software...." How to Master Customer Interaction Management (+ The Best Software)
PEER EXPERIENCES
Engagement Management with Omnichannel

4.99/5 ★

Read Reviews (233)

"...AI Chatbot Virtual Assistant Software Improves Customer Engagement...." Virtual Assistant from eGain
engaging and following up

4.99/5 ★

Read Reviews (106)

Knowledge Management

4.96/5 ★

Read Reviews (133)

"...eGain has implemented many enterprise knowledge bases that guide agents through the process of validating entitlement and offering enhanced services where appropriate...." Customer Experience Solutions for Utilities
creating knowledge base

4.96/5 ★

Read Reviews (2)

Helpdesk Management with Phone Calls

4.97/5 ★

Read Reviews (84)

"...With external system integrations, users can sync their CRM, content management programs, and call center systems to this software...." How to Master Customer Interaction Management (+ The Best Software)

50+ more Business Use Cases

Our AI advisor, Wyz, harnessed 2569 insights from peers and experts to help you assess how these eGain use cases fit your Live Chat needs.

Case Studies

COMPANY CASE STUDIES
Case Study Barclays

Barclays PLC trusts eGain Delivering superior financial services to corporate clients.

Read More
Case Study Southern Water

How eGain helped Southern Water to 60% improvement in single call resolution.

Read More
Case Study Virgin Mobile

eGain Knowledge+AI reduces unnecessary handset exchanges and saves millions of pounds.

Read More

Frequently Asked Questions(FAQ)

for eGain

What is eGain?

eGain is a cloud customer engagement platform for a digital, omnichannel world to serve better and sell smarter. It delivers digital transformation for leading brands powered by virtual assistance, AI, knowledge, and analytics. It helps to improve customer experience, optimize service process, and grow sales across the web, social, and phone channels.

What is eGain used for?

eGain is a Live Chat Software mainly used by its customers to Scale Best Practices and Enhance Customer Relationships by Engagement Management, Knowledge Management and Helpdesk Management .

What are the top features of eGain?

Feedback surveys, Alerts: popups & Notifications and Personalization are some of the top features of eGain.

Who uses eGain?

eGain is used by Consumer Electronics, Consumer Goods and Utilities among other industries.

What are eGain alternatives?

Genesys Live Chat, LiveHelpNow, Userlike and Freshdesk Messaging are popular alternatives for eGain.

Where is eGain located?

eGain is headquartered at eGain Corporation 1252 Borregas Avenue Sunnyvale, CA 94089 USA.

Popular Business Setting

for eGain

Top Industries

  • Consumer Electronics
  • Consumer Goods
  • Utilities

Popular in

  • Large Enterprise
  • Small Business
  • Enterprise

Peers used eGain to Scale best practices and Enhance customer relationships

Peer and Expert Opinion on Features

for eGain

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Feedback surveys

4.68/5 ★

Read Reviews (38)
Alerts: popups & Notifications

4.58/5 ★

Read Reviews (37)
Personalization

4.60/5 ★

Read Reviews (37)
Ticketing

4.83/5 ★

Read Reviews (19)
Recording

4.55/5 ★

Read Reviews (17)
FEATURES RATINGS AND REVIEWS
Feedback surveys

4.68/5 ★

Read Reviews (38)
Alerts: popups & Notifications

4.58/5 ★

Read Reviews (37)
Personalization

4.60/5 ★

Read Reviews (37)
Ticketing

4.83/5 ★

Read Reviews (19)
Recording

4.55/5 ★

Read Reviews (17)

IT and Other Capabilities

for eGain

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.62/5 ★

Read Reviews (58)
Data Import

4.56/5 ★

Read Reviews (126)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.62/5 ★

Read Reviews (58)
Data Import

4.56/5 ★

Read Reviews (126)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.85/5 ★

Read Reviews (89)
Email Support

4.79/5 ★

Read Reviews (88)
Chat Support

4.79/5 ★

Read Reviews (121)
24/7 Support

4.65/5 ★

Read Reviews (642)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.85/5 ★

Read Reviews (89)
Email Support

4.79/5 ★

Read Reviews (88)
Chat Support

4.79/5 ★

Read Reviews (121)
24/7 Support

4.65/5 ★

Read Reviews (642)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.69/5 ★

Read Reviews (102)
Analytics

4.79/5 ★

Read Reviews (166)
Custom Reports

4.64/5 ★

Read Reviews (175)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.69/5 ★

Read Reviews (102)
Analytics

4.79/5 ★

Read Reviews (166)
Custom Reports

4.64/5 ★

Read Reviews (175)

Software Failure Risk Guidance

?

for eGain

Overall Risk Meter

Low Medium High

Top Failure Risks for eGain

Vendor Profile Details

Company Name

Egain

Company Website

https://www.egain.com/

Year Founded

1997

HQ Location

eGain Corporation 1252 Borregas Avenue Sunnyvale, CA 94089 USA

Employees

501-1000

Social

Financials

IPO