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eGain Mail

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eGain Mail

Pitch
eGain Mail, the leading email management solution, helps companies manage large volumes of customer emails and webforms responsively and effectively. With eGain Mail, you differentiate your company from competitors by responding to inbound inquiries promptly and professionally every time.

Features of product

Проблемы Pain points
  • No unified email system
  • Customer retention
  • Low quality of customer service
  • Low quality of customer support
  • Decentralized IT systems
  • Aging IT infrastructure
  • Failure to attract new customers
Ценности Business Values
  • Reduce Costs
  • Increase Customer Base
  • Ensure Security and Business Continuity
  • Improve Customer Service
Матрица сравнения с конкурентами Matrix of comparison with competitors
Описание

About Product

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
Характеристики

Characteristics

CRM Type

Operational

Data location

On-demand;On-premise

Functionality

Sales Management;Marketing Management;Customer Service Management

Application Type

Desktop application

System customization
Security and administration
Customer base
Customers document flow
Omnicanal communications

E-mail

Business Process Management