SUNNYVALE, Calif., Aug. 20, 2020 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN (http://www.nasdaq.com/symbol/egan)), the leading provider of customer engagement solutions, today announced that a leading omnichannel retailer is now offering expanded self-service powered by eGain.
The company selected eGain for its deep product capabilities and quick business value. With shoppers going digital in a hurry in the pandemic, the company needed to rapidly expand customer self-service, while controlling operating costs.
In a matter of weeks, eGain helped launch virtual assistance and customer messaging to complement existing live chat and knowledge-based customer engagement. Going beyond "meet and greet," the virtual assistant resolves a broad range of questions on orders, returns, product selection, and store location. Integrated with transactional systems, it now successfully resolves 45% of customer contacts, delivering quick value and improved customer experience.
The retailer's contact center agents use eGain's digital-first omnichannel desktop to resolve escalated customer issues. Agents loved the modern UI and adopted it with zero training.
"We are thrilled to enable contactless commerce with our easy-to-activate virtual assistant and messaging capabilities, powered by AI and Knowledge on our omnichannel platform," said Ashu Roy, eGain CEO.
More information
eGain Virtual Assistant: https://www.egain.com/products/virtual-assistant-software/ (https://www.egain.com/products/virtual-assistant-software/)
eGain SuperChat: https://www.egain.com/products/chat-software/ (https://www.egain.com/products/chat-software/)
eGain Messaging Hub: https://www.egain.com/messaging-hub/ (https://www.egain.com/messaging-hub/)
eGain AI Knowledge: https://www.egain.com/products/knowledge-management-software/ (https://www.egain.com/products/knowledge-management-software/)
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf (https://hd.egain.com/overviews/egain-suite.pdf)
eGain Innovation in 30 Days: https://www.egain.com/innovation-in-30-days/ (https://www.egain.com/innovation-in-30-days/)
About eGain
Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit www.eGain.com (http://www.egain.com/).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
| eGain media contact Michael Messner Email: press@egain.com Phone: 408 636 4514 |
