eGain Product Overview

eGain is a cloud customer engagement platform offering real-time voice assistance and digital transformation through AI, knowledge, and analytics. Its suite includes modules like eGain CallTrack, Chat, Virtual Assistant, and ClickToCall.

Key Insights

Egain provides a comprehensive customer engagement platform that supports omnichannel interactions and enables businesses to manage customer relationships effectively. The platform leverages artificial intelligence to optimize customer interactions and enhance customer satisfaction. Egain delivers a unified view of customer interactions across channels, facilitating personalized engagement and informed decision-making.

Egain provides a centralized knowledge base for managing and sharing information. The system allows users to access, search, and interact with knowledge articles, web pages, files, and text messages. Egain offers multichannel capabilities to ensure knowledge is readily available to customers, agents, and knowledge managers.

Product Business Settings

eGain is popular in Consumer Electronics, Consumer Goods, and Utilities industries and is widely used by Large Enterprise, Small Business, and Enterprise.

How satisfied the customers are with eGain use-cases

Reviews

"...What I like about Egain is the implementation of artificial intelligence to optimize the interaction with the users of the networks, allows the client to feel satisfied because he receives an immediate response to their concerns...." Peer review by Kristin B, Customer Support Professional

eGain Customer Insights, Testimonials and Case Studies

How does eGain address your Engagement Management Challenges?

What benefits does eGain offer for Knowledge Management?

How does eGain facilitate Helpdesk Management?

How does eGain facilitate Communication Management?

What benefits does eGain offer for Contact List Management?

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.

It provides a digital customer engagement suite of applications for customer service, knowledge management, and analytics, that businesses use to serve and sell to their customers. The suite consists of following modules eGain CallTrack, eGain Chat, eGain Virtual Assistant, eGain ClickToCall, eGain Cobrowse, eGain Mail, eGain Notify, eGain Offers, and eGain Social. It ensures 360-degree customer feedback and reliable information that can improve customer interaction.

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?

Helpcrunch, Haptik, Smartsupp and JivoChat are popular alternatives for eGain.

Where is eGain located?

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

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.

 

Cabinetworks Group Selects eGain AI Knowledge Hub and AI Agent to Transform Customer Service Operations

Cabinetworks Group has selected eGain's AI Knowledge Hub and AI Agent to enhance its customer service operations. This implementation, facilitated by Current Connections, will replace fragmented syst...ems with a unified AI-powered knowledge management solution. The integration includes Five9 and Salesforce CRM, enabling efficient customer service and self-service options for Cabinetworks' extensive customer network.

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Cabinetworks Group Selects eGain AI Knowledge Hub and AI Agent to ...

Cabinetworks Group has selected eGain's AI Knowledge Hub and AI Agent to enhance its customer service operations. This collaboration, facilitated by Current Connections, aims to modernize Cabinetwork...s' knowledge management system, integrating with Five9 and Salesforce CRM for improved efficiency. The solution will empower agents with AI-driven support and provide a self-service portal for customers.

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Rogue Credit Union Expands eGain Deployment Across Enterprise with Integrated Knowledge + AI and AI Agent Platforms

Rogue Credit Union has expanded its deployment of eGain's AI Knowledge Hub and AI Agent platforms across its enterprise and contact centers. This strategic move aims to enhance member service experie...nces and streamline operations as Rogue prepares for a merger with Members 1st Credit Union. The integration includes real-time AI guidance, in-context knowledge delivery, and enterprise integrations with Microsoft Teams and Talkdesk.

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Yorkshire Water - Utilities - Large

eGain Knowledge+AI helped Yorkshire Water save £3.6 million per year by cutting unnecessary engineer call outs. The solution increased first call resolution on operational contacts to over 30%. Agent... training time dropped by 25%. Agents now handle more calls and a wider range of enquiries. Customer satisfaction improved, with 80% of experience measures met. The knowledge management platform also reduced call handling and wrap-up times.

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Premium Fashion Retailer - Apparel & Fashion - Medium

eGain Mail helped a premium fashion retailer improve customer service. The retailer needed to manage global orders and customer details through email and phone. eGain Mail unified all channels on one... agent console. This improved access to information and reduced email handling time. Agents could handle more emails each day. The solution enabled better KPI tracking and management information gathering.

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US federal agency - Government Administration - Very Large

eGain SelfService and eGain Knowledge+AI helped a US federal agency improve citizen engagement. The agency faced fragmented information and rising costs. eGain provided a single source of truth and g...uided help for agents and citizens. The agency saw a 21% drop in customer service costs, saving $6.5 million in 3 years. Full payback was projected within 9 months. The solution increased answer accuracy and reduced turnaround time.

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eGain | Trusted by Leaders

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Peers used eGain for engagement management and knowledge management

eGain Competitors

eGain Features

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FEATURE 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 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

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for eGain

Overall Risk Meter

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Top Failure Risks for eGain

eGain Corporation News

Product
 

eGain Unveils New Integrations for Microsoft Teams, Slack, and Zoom ...

eGain has launched new integrations for its AI Agent with Microsoft Teams, Slack, and Zoom, enhancing workplace collaboration by providing AI-powered, compliant answers within these platforms. These integrations aim to boost productivity, reduce support costs, and improve employee satisfaction by offering reliable information grounded in a single knowledge base, tailored to user roles, and supported by eGain's open architecture.

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Product
 

March 10eGain Announces New Integrations for Microsoft Teams, Slack ...

eGain has announced new integrations of its AI Agent with Microsoft Teams, Slack, and Zoom Team Chat. These integrations aim to enhance user experience by providing accurate and compliant answers and actions within these popular UCaaS and CCaaS platforms.

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Product
 

Latest from eGain: AI CX Innovations, Press Releases, and News

eGain has announced new integrations for Microsoft Teams, Slack, and Zoom Team Chat, enhancing its AI-driven customer experience solutions. These integrations aim to streamline communication and improve collaboration for users, leveraging popular platforms to deliver AI-powered knowledge management.

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Product
 

eGain Announces New Integrations for Microsoft Teams, Slack, and Zoom Team Chat

eGain has launched new integrations for its AI Agent with Microsoft Teams, Slack, and Zoom Team Chat. These integrations provide employees with AI-powered, compliant answers directly within their collaboration tools, enhancing productivity and reducing support costs. The AI Agent respects enterprise permissions and delivers role-specific information, ensuring secure and accurate responses. This initiative aims to streamline communication and improve operational efficiency across UCaaS and CCaaS platforms.

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eGain Corporation Profile

Company Name

eGain Corporation

Company Website

https://www.egain.com/

Year Founded

1997

HQ Location

eGain Corporation 1252 Borregas Avenue Sunnyvale, CA 94089 USA

Employees

501-1000

Social

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Financials

IPO