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
"...eGains solutions for and reputation management allow eBusinesses to engage with social customers in the social cloud, with the flexibility of taking the conversation private to a traditional channel like email or chat...." eCommerce Customer Service
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.
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 ★ |
"...eGains solutions for and reputation management allow eBusinesses to engage with social customers in the social cloud, with the flexibility of taking the conversation private to a traditional channel like email or chat...." eCommerce Customer Service |
| engaging and following up |
4.98/5 ★ |
"...Using eGain s knowledge automation and digital engagement platform, the IRS delivered easy taxpayer experiences in a secure, efficient cloud environment...." Digital Customer Service Solutions for Government, Public Sector |
| Knowledge Management |
4.96/5 ★ |
"...This webinar explains how doing knowledge management is easy with the Knowledge Hub, and how it...." Best Practice Webinars on Knowledge-Powered Digital CX |
| creating knowledge base |
3.82/5 ★ |
"...Vodafone Portugal created a knowledge hub that is able to provide the same information and level of segmentation for both the customer and the customer service representative...." Case Study Vodafone |
| Helpdesk Management with Phone Calls |
4.97/5 ★ |
"...Knowledge Management for Contact Centers and Help Desks: Lessons from the Global 2000...." Customer Service Best Practices |
| PEER EXPERIENCES | |
|---|---|
| Engagement Management with Omnichannel |
4.99/5 ★ |
"...eGains solutions for and reputation management allow eBusinesses to engage with social customers in the social cloud, with the flexibility of taking the conversation private to a traditional channel like email or chat...." eCommerce Customer Service |
|
| engaging and following up |
4.99/5 ★ |
| Knowledge Management |
4.96/5 ★ |
"...This webinar explains how doing knowledge management is easy with the Knowledge Hub, and how it...." Best Practice Webinars on Knowledge-Powered Digital CX |
|
| creating knowledge base |
4.96/5 ★ |
| Helpdesk Management with Phone Calls |
4.97/5 ★ |
"...Knowledge Management for Contact Centers and Help Desks: Lessons from the Global 2000...." Customer Service Best Practices |
|
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 VodafoneRead More |
|
Case Study Virgin MobileRead More |
|
Case Study Bell AliantRead More |
Frequently Asked Questions(FAQ)
for eGain
What is eGain?
What is eGain used for?
What are the top features of eGain?
Who uses eGain?
What are eGain alternatives?
Where is eGain located?
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
eGain Alternatives
Peer and Expert Opinion on Features
for eGain
- Low
- Medium
- High
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Feedback surveys | Read Reviews (38) |
| Alerts: popups & Notifications | Read Reviews (37) |
| Personalization | Read Reviews (37) |
| Ticketing | Read Reviews (19) |
| Recording | Read Reviews (17) |
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Feedback surveys | Read Reviews (38) |
| Alerts: popups & Notifications | Read Reviews (37) |
| Personalization | Read Reviews (37) |
| Ticketing | Read Reviews (19) |
| Recording | Read Reviews (17) |
IT and Other Capabilities
for eGain
- Low
- Medium
- High
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (58) |
| Data Import | Read Reviews (126) |
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (58) |
| Data Import | Read Reviews (126) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (89) |
| Email Support | Read Reviews (88) |
| Chat Support | Read Reviews (121) |
| 24/7 Support | Read Reviews (642) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (89) |
| Email Support | Read Reviews (88) |
| Chat Support | Read Reviews (121) |
| 24/7 Support | Read Reviews (642) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (102) |
| Analytics | Read Reviews (166) |
| Custom Reports | Read Reviews (175) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (102) |
| Analytics | Read Reviews (166) |
| Custom Reports | Read Reviews (175) |
Software Failure Risk Guidance
?for eGain
Overall Risk Meter
Top Failure Risks for eGain
Vendor Profile Details
HQ Location
eGain Corporation 1252 Borregas Avenue Sunnyvale, CA 94089 USA
Employees
501-1000
Social
Financials
IPO
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