eGain Customer Engagement Suite

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.

Consultant on site for initial installation and implementation was very helpful. Search function Global Synonyms Guided Helps

I truly appreciate the support of my Customer Success Manager who has always been understanding of our business changes and requirements, and the guidance that I need. My CSM has listened to me, helped me identify what I need to achieve, and really educated me on the product. In fact, our relationship with the CSM is the strongest at present from all our stakeholders

There is nothing to dislike about the software. It has met our expectations.

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.

I'm not sure that it would be fair to say what I dislike as the reasons are intertwined with our own internal system limitations