AI 50 Spotlight: eGain delivers memorable, digital-first customer experiences

eGain customer engagement solutions deliver digital transformation for leading brands—powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.

Trusted by blue-chip clients and offering rich functionality out-of-the-box, eGain’s AI-infused knowledge management and virtual assistant solutions have enabled companies to transform customer and agent experiences, while adding quick value to the business. The solution also integrates out of the box with systems of record such as CRM and ECM to elevate customer service and engagement.

eGain AI Knowledge at work:

• Leading telco improved FCR (First-Contact Resolution) by 37% and NPS (Net Promoter Score) by 30 points, while reducing agent training time by 50% across 10,000 agents and associates in 600 retail stores

• Leading telco reduced unwarranted ‘No Fault Found’ handset exchanges and returns by 38% through better problem resolution in the contact center

• Global bank improved NPS ranking from #3 to #1, while reducing training time by half and agent churn to 1% even as it expanded to 11 countries!

• Premier manufacturer of household appliances saved $50M a year by reducing unwarranted truck rolls through better problem resolution in the contact center

• SaaS company improves agent confidence by 60%, AHT (Average Handle Time) by 67%, and answer consistency by 62%!

To find out more about eGain, visit https://www.egain.com.

eGain Corporation
1252 Borregas Avenue
Sunnyvale CA 94089
PH: (408) 636-4500
www.egain.com