eGain 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.

Use Cases

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

Other use cases:

  • Communication Management
  • Contact List Management
  • Collaboration
  • Social Media Management
  • Customer Feedback Management
  • Offer Management
  • Workflow Management
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Business Priorities

Scale Best Practices and Enhance Customer Relationships are the most popular business priorities that customers and associates have 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

eGain Use-Cases and Business Priorities: Customer Satisfaction Data

eGain works with different mediums / channels such as Omnichannel. Phone Calls. Social Media etc.

eGain's features include Feedback Surveys, Alerts: Popups & Notifications, Personalization, etc. and eGain support capabilities include Phone Support, Email Support, Chat Support, etc. also eGain analytics capabilities include Analytics, and Custom Reports.

Reviews

"...eGain KnowledgeAgent empowers contact center agents with knowledge management and is designed to make all agents as productive and capable as the enterprise s agent...." Peer review

eGain, Helpcrunch, Haptik, Gist, Tidio, 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.

Popular Business Setting

for eGain

Top Industries

  • Consumer Electronics
  • Consumer Goods
  • Utilities

Popular in

  • Large Enterprise
  • Small Business
  • Enterprise

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

eGain Customer wins, Customer success stories, Case studies

What benefits does eGain offer for Engagement Management?

How does eGain facilitate Knowledge Management?

What benefits does eGain offer for Helpdesk Management?

What solutions does eGain provide for Communication Management?

How does eGain facilitate Contact List Management?

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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Premium Fashion Retailer - Apparel & Fashion - Apparel & Fashion

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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25-year-old payroll and human capital management SaaS provider (Fortune 100’s fastest-growing companies) - Computer Software - Computer Software

eGain Knowledge Hub helped a leading SaaS provider transform customer and agent experience. The company faced rising contact center volume and knowledge silos. eGain's solution delivered a 60% improv...ement in answer confidence, 62% better answer consistency, and 67% faster time to answer. Call deflection to self-service reached 65%. Agent adoption soared, with 10x more knowledge articles contributed monthly. Integration with Salesforce and ROI analytics supported business growth and customer success.

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Yorkshire Water - Utilities - Utilities

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.

Read on →

eGain | Trusted by Leaders

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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.

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, Gist and Tidio are popular alternatives for eGain.

Where is eGain located?

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

Peers used eGain for engagement management and knowledge management

eGain Features

  • Low
  • Medium
  • High
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

?

for eGain

Overall Risk Meter

Low Medium High

Top Failure Risks for eGain

eGain Corporation News

Product

eGain launches connectors linking Microsoft Copilot, Claude, Gemini ...

eGain has launched connectors integrating Microsoft Copilot, Anthropic Claude, Google Gemini, and Cursor with its AI Knowledge Hub. These connectors unify AI platforms into a single knowledge source, enhancing accuracy and compliance for customer support and enterprise software. The connectors support the Model Context Protocol, offering pre-built integrations for various developer environments and enterprise systems.

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Product

EGain Corporation Announces Enterprise AI Platform Connectors For ...

eGain Corporation has introduced new enterprise AI platform connectors for Microsoft Copilot, Anthropic Claude, Google Gemini CLI, and Cursor. These connectors integrate with eGain's AI Knowledge Hub, providing a unified, governed knowledge source for AI platforms. This integration aims to enhance AI accuracy and compliance by preventing fragmented knowledge sources, thus supporting enterprise AI initiatives more effectively.

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Product

eGain Launches New AI Platform Connectors for Enhanced Knowledge ...

eGain has introduced new AI platform connectors that integrate Microsoft Copilot, Anthropic Claude, Google Gemini, and Cursor with its AI Knowledge Hub. These connectors provide a unified, governed knowledge source, enhancing AI accuracy and compliance. This positions eGain as a key player in AI knowledge management, addressing challenges of fragmented knowledge systems and supporting enterprise-wide consistency.

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Executive

eGain hires Steve Pappas as head of innovation

eGain has appointed Steve Pappas as the head of innovation, indicating a strategic focus on advancing its technological capabilities.

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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