Enhancing Cisco Contact Centers with eGain Virtual Assistant for Agents

eGain Virtual Assistant for Agents

Enhancing Cisco Contact Centers with eGain Virtual Assistant for Agents

Digital Experience Elevated

eGain Knowledge Hub™ for Cisco empowers agents by providing them with proactive, personalized guidance and trusted answers during customer interactions. Leveraging AssistGPT™, this solution automates knowledge management tasks while maintaining business controls and compliance standards.

The Power of Cisco+eGain in the Cloud

By integrating eGain's cloud-based digital engagement solutions through the Cisco SolutionsPlus Program, organizations can access top-rated capabilities to enhance customer interactions. This includes SMS, Apple Business Chat, Facebook Messenger, WhatsApp, video chat, cobrowsing, collaborative form-filling, virtual assistance, AI-powered knowledge management for agents, and analytics for comprehensive insights across various communication channels.

Solution Availability Matrix

eGain's capabilities, such as text chat, video chat, cobrowsing, messaging, social engagement, email, fax, and letter management, call tracking, knowledge for agents, virtual assistant, web self-service, and omnichannel analytics, are available across Cisco CCE, Cisco WCCE, and Cisco WCC. With a roadmap for further enhancements like digital messaging options for IVR integration, eGain ensures a seamless and comprehensive solution for contact centers.

Assurant trusts eGain

Assurant, a leading global provider of lifestyle and housing solutions, trusts eGain for their contact center needs. By implementing eGain's solutions, Assurant has been able to enhance customer service delivery, improve agent efficiency, and elevate the overall customer experience.

Stay Updated with eGain

Subscribe to eGain's emails to stay informed about product enhancements, thought leadership content, and best practices in the industry. By staying connected with eGain, you can ensure that your organization is up-to-date with the latest trends and advancements in digital customer engagement.

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Unlocking Business Success with eGain Virtual Assistant for Agents

Overview of Knowledge Management for Dummies

The Knowledge Management for Dummies e-book has been updated with a new chapter on GenAI best practices and success stories. This resource is essential to understanding the critical role of knowledge management in ensuring the success of virtual assistants for customers and contact center agents.

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Transforming Health Insurance Customer Experience with eGain Virtual Assistant for Agents

Revolutionizing Knowledge Management in Health Insurance

In the rapidly evolving Health Insurance market, customer experience (CX) plays a pivotal role. Despite being ranked in the bottom quartile among all industries, the introduction of eGain's Knowledge HubTM has revolutionized the landscape. According to Gartner, poor CX has been a significant barrier to digitalization success, emphasizing the need for knowledge management (KM) solutions. Legacy KM systems have often fallen short, necessitating a modernized approach. The eGain Knowledge Hub unites essential KM elements with AI, ML, and analytics, offering unmatched capabilities for improving CX, employee experience (EX), and operational performance.

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Revolutionizing P&C Insurance with eGain Virtual Assistant for Agents

The Need for Knowledge Management in P&C Insurance

In the competitive landscape of Property & Casualty (P&C) insurance, digital capabilities and customer experience play a pivotal role. With a significant percentage of customers willing to switch providers due to lack of digital tools and inconsistent information across touchpoints, the demand for a unified knowledge management solution has never been higher.

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Enhancing Customer Interaction with eGain Virtual Assistant for Apple Business Chat

Solution Highlights

eGain Virtual Assistant for Agents allows businesses to engage with the vast consumer base on Apple iOS through the Messages App. The solution leverages eGain AI technology to interpret customer intentions, facilitate bot interactions via messaging, escalate queries to contact center agents, and assist agents through messaging conversations. With the integration of Apple Business Chat Beta, businesses can provide immersive customer experiences using features such as rich links, list pickers, date time pickers, Apple Pay, images, and iMessage extensions. Additionally, the solution enables agents to handle conversations effectively with the support of eGain Advisor™ agent desktop, offering personalized customer engagement and access to contextual knowledge through the Solve Button™.

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Empowering Agents with eGain Virtual Assistant for Salesforce

Knowledge Management Solution within Salesforce Service Cloud

eGain Knowledge Hub™ for Salesforce is seamlessly embedded within the Salesforce Service Cloud agent desktop, ensuring that agents receive trusted answers and personalized guidance during customer interactions. Powered by AssistGPT™, this innovative solution automates knowledge management tasks, enhancing the efficiency and effectiveness of agent support.

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Welcome to Knowledge Base!

KB at your finger tips

eGain Virtual Assistant for Agents