Problems that solves
No unified email system
No unified address book
Decentralized IT systems
Low quality of customer service
High costs of routine operations
Separate communications channels
Low employee productivity
Failure to attract new customers
Customer attrition
Low quality of customer support
Values
Reduce Costs
Enhance Staff Productivity
Improve Customer Service
Increase Customer Base
Support Customers
eGain CallTrack
eGain CallTrack is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across emerging interaction channels.
About Product
Description
eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!
Streamline and automate service processes
Service process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.
Effectively categorize interactions
Categories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.
Make agents more productive
Agent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.
Agents have access to:
- Complete customer information, including interactions through other channels
- The common knowledge base
- Subject matter experts through collaboration tools
- Multimedia interaction tools such as chat and web cobrowsing to help customers
- Auto-summarization and note-taking facilities
- Agents, across channels, have one-click access to eGain Knowledge Base.
- Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).
- Agents can also contribute to the knowledge base.
- Use real-time monitors to oversee queues or agents.
- Check the audit trail of interactions to ensure correct handling.
- Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.