Problems that solves
No unified email system
Aging IT infrastructure
Decentralized IT systems
Low quality of customer service
Failure to attract new customers
Customer attrition
Low quality of customer support
Values
Reduce Costs
Ensure Security and Business Continuity
Improve Customer Service
Increase Customer Base
About Product
Description
An integral part of the eGain suite for customer service, eGain’s email management software offers:
- Predefined workflows to manage incoming email and webform enquiries. Contains service level agreement (SLA) triggers to automate email routing and monitoring.
- Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
- Tracking of all customer queries.
- Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions.
- Access to the centralized knowledge base that enables contact center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base thereby capturing invaluable expertise on the fly.
- Varied collaboration options with experts within and outside the system.
- Comprehensive analytics and real-time alarms for operational performance management
- 100% web-based email management software enables remote and easy administration
- Fine grained control over user access, role, and permissions
- Immediate, scheduled, and out-of-the-box reports
- Multichannel and channel-specific analytics
- Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software
- Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions
- Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity
- Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators
