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

Resolve issues quickly eGain CallTrack offers the industry’s most comprehensive knowledge management tools for resolving cases:

• 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.

Monitor and track every call Priorities and SLAs are assigned automatically, and alarms are triggered when SLAs are likely to be missed. In addition, managers and supervisors can:

• 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.

Integrate multichannel customer communications eGain CallTrack is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.

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

Administrator

• 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

Email Agent

• 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