eGain is present in 4 markets with 4 products. eGain has 108 reviews with an overall average rating of 4.6.
CRM Customer Engagement Center
Gartner defines the CRM Customer Engagement Center market as a cohesive set of software built around core case management tools, used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CEC applications offer workflow management capabilities and may be used as a system of record for customer interactions. The orchestration of customer service and support processes through a CEC application involves both assisted and self-service moments within customer journeys. It is built around case management records and processes. Workflow is an important CEC component, in terms of an organization being able to orchestrate the processing of customer engagements for the best outcomes in an effortless, effective and timely way. In addition to case, workflow, and knowledge management, personalization and enrichment of customer engagements are crucial.
eGain has 1 product in CRM Customer Engagement Center market
Contact Center Workforce Engagement Management
Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding
eGain has 1 product in Contact Center Workforce Engagement Management market
Enterprise Conversational AI Platforms
Gartner defines the enterprise conversational AI platform market as the market for software platforms used to build, orchestrate and maintain multiple use cases and modalities of conversational automation. The enterprise conversational AI platform consists of: A capability layer providing runtime capabilities that include: Natural language understanding (NLU), Dialogue management, Channel integration, Back-end integration, Access control for platform users, Life cycle management; A tooling layer geared toward business users that includes: A no-code environment for building and maintaining, applications, Analytic tools for understanding dialogue flows, NLU intent and entity tuning tools, A/B flow testing tools.
eGain has 1 product in Enterprise Conversational AI Platforms market
Knowledge Management (KM) Software
Knowledge Management (KM) Software enables a wide variety of operations around documents and files to optimize access and flow of information within an organization. Knowledge Management Software is compatible with multiple file types like documents, presentations, audio-video files, etc. to enable all these operations. Enterprises leverage the software to create a centralized repository of information that traditionally existed in silos. The primary function of the software is to store, retrieve, and share information across the organization in a convenient, safe, and reliable manner. Some Knowledge Management Software also provides some extended functionalities like – File Edit history, access management, and content editing capabilities.
eGain has 1 product in Knowledge Management (KM) Software market