Overview
Product Information on eGain Customer Engagement Suite
What is eGain Customer Engagement Suite?
eGain Customer Engagement Suite Pricing
Overall experience with eGain Customer Engagement Suite
“A good tool for handling customer relationships and engagement.”
“Great product - Service and Support is Finally Improving.”
About Company
Company Description
eGain is a provider of cloud-based software for customer engagement. With an operating presence spanning North America, EMEA and APAC, eGain's solutions aim to enhance customer experience and optimize service processes while supporting sales across web, social, and phone channels. For over a decade, the company's software has been utilized to consolidate fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs). The company headquarters are located in Sunnyvale, California.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: eGain Customer Engagement Suite
Deciding Factors: eGain Customer Engagement Suite Vs. Market Average
Performance of eGain Customer Engagement Suite Across Market Features
eGain Customer Engagement Suite Likes & Dislikes
Contact center integration and ease of use. Effectiveness of the software in customer community engagement and contact centre integration. The software allows customer self service and has a very efficient intelligent search system. Availability of brilliant customer care services and unlimited integration and implementation.
Read Full ReviewConsultant on site for initial installation and implementation was very helpful. Search function Global Synonyms Guided Helps
Read Full RevieweGain Managed Services team is available and eager to assist our team at anytime. They are knowledgeable, they go above and beyond to resolve any issues end users are experiencing.
Read Full Review
While the initial consultant on site was very helpful, we've since learned he may not have known as much as we expected and how some things were set up has caused us some difficulty. Authoring Console - lots of quirks (for example: some dropdowns you click on, some you hover over) Documentation does a great job of describing features but lacks the big picture of how things relate to one another. For the first three years we had several Customer Success Managers, none of which were proactive or terribly helpful in guiding us to fully utilize the product. We finally have someone who is extremely helpful and responsive to our questions and issues.
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Peer Discussions
eGain Customer Engagement Suite Reviews and Ratings
- Chargé De Relations Adhérents50M-1B USDInsurance (except health)Review Source
A good tool for handling customer relationships and engagement.
We use the software as a tool for customer engagement. The productprovides us with a platform for a strong consultation partnership. It has amazing features such as eGain ClickTocall and eGain Call Track for call tracking and real-time analysis of customer engagements. - PROJECT MANAGER/PROGRAM ANALYSTGov't/PS/EdGovernmentReview Source
eGain Managed Services Team Provides Exceptional Support for End Users
Knowledge Management tool is user friendly and easy to maintain. The tool gets over 1M hits every month by more than 50K end users. - AVP, Internal Support1B-10B USDBankingReview Source
eGain Transformed Our Knowledge Management, Driving Better Service and Efficiency
Our experience with eGain has been very positive. The platform enabled us to centralize knowledge for our entire organization, significantly improving internal support and member service. The implementation process was smooth, and their team was highly responsive. Post-launch, we saw immediate gains in answer effectiveness and employee adoption, which speaks to how intuitive and helpful the system is. We chose eGain to address knowledge fragmentation and inconsistencies in support across departments. What worked well was the ease of creating, maintaining, and accessing knowledge articles. eGain's AL-powered search and guided help tools empowered our team to find accurate answers quickly, reducing support escalations. Most importantly, the platform continues to evolve with our needs. - OPERATIONS ANALYST1B-10B USDRetailReview Source
Improving Customer Self-Service with eGain Knowledge Management
eGain has been great to work with over the past several years. We use eGain for knowledge management and self-service in our contact center. We have seen improvements in customers being able to self-serve on our website. Agents find the knowledge base easy to use and are able to get information quickly. We hope to update to eGain Assist GPT in the future to get even more benefits. - Data Analyst1B-10B USDRetailReview Source
eGain: Dependable Provider of Quality Knowledge and Digital Applications
eGain provides high quality knowledge and digital customer engagement applications. We've had a relationship with eGain for 14 years and they have proven to be dependable, professional, and responsive to our needs whether it's a quick eGain Support need or a large implementation.