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eGain Virtual Assistant for Agents

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Enhancing Help Desk Performance with eGain Virtual Assistant for Agents

Industry Challenges

In the realm of help desks, industry challenges include ensuring service levels across all communication channels, be it phone, email, or web. The need to reduce the cost per incident while increasing self-service usage for common queries is paramount. Providing a self-service portal for tracking ticket progress, reducing tier-two escalations, and improving first-time-fix rates are crucial goals.

Help Desk Support

eGain Virtual Assistant offers multichannel analytics to track service levels and monitor agent performance across various communication channels like phone, email, and web. The solution includes adaptive self-service capabilities using natural language search, dynamic FAQ, and guided problem resolution options to enhance user adoption. Integration with other interaction channels and third-party systems, call and contact tracking, and omnichannel knowledge management tools are part of the help desk support.

Cost Avoidance With Artificial Intelligence

eGain Virtual Assistant provides artificial intelligence solutions to assist contact center and digital customer experience leaders in improving service productivity and customer experience while reducing costs. By leveraging proven technology and domain expertise, the platform enables organizations to achieve these seemingly conflicting goals effectively.

Contact Sales

To learn more about how eGain Virtual Assistant can enhance your help desk performance and streamline customer support processes, get in touch with our sales team. Submit your inquiries and explore the possibilities of leveraging artificial intelligence for cost-effective and efficient customer service solutions.

About Us

eGain Corporation is committed to delivering innovative solutions for customer service and engagement. With a focus on knowledge management and AI-driven technologies, we aim to empower organizations to provide exceptional customer experiences while optimizing operational efficiency. Explore our career opportunities, investor relations, and privacy policies to learn more about our commitment to excellence.

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Revolutionizing Field Service with eGain Virtual Assistant for Agents

The Challenge of Field Service Complexity

Field service has become increasingly complex, as highlighted by surveys showing that 74% of field engineers find it more challenging. Moreover, the ever-changing knowledge requirements add another layer of difficulty, with 88% of respondents noting the continuous evolution in product servicing knowledge. Additionally, the dissatisfaction with legacy tools and technologies among 50% of field technicians emphasizes the need for a modern solution.

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Enhancing Customer Engagement with eGain Chat Tools and Messaging Solutions

The Importance of Chat in Customer Service

Chat has become a crucial first point of engagement for customers, with digital channels such as live chat playing a significant role. According to Gartner, chat is an imperative channel for customer journeys to begin, especially on mobile devices and web platforms. The report emphasizes the importance of selecting the best approach for connected customer service experiences.

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Enhancing Contact Center Agent Experience with eGain Virtual Assistant

Leveraging Generative AI for Customer Service Automation

Generative AI, combined with knowledge management, plays a critical role in automating customer service processes. By harnessing generative AI technologies, businesses can improve contact center agent augmentation, leading to enhanced customer interactions and operational efficiency.

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Enhancing Outsourcing Efficiency with eGain Virtual Assistant for Agents

Multichannel Customer Service Solutions

Outsourcers play a pivotal role in managing various customer contact channels such as email and web collaboration. By leveraging eGain's expertise, leading Outsourcers have successfully met challenging service levels while ensuring cost-effective customer service through efficient email management.

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Enhancing Customer Support with eGain Virtual Assistant for Agents

Proactively Delivering Trusted Answers

eGain Knowledge Hub™ for Genesys Cloud CX platform is embedded in the Genesys agent desktop and is highly rated by analysts and clients for proactively delivering trusted answers and personalized guidance to agents during customer conversations. Powered by AssistGPT™, this solution automates knowledge management tasks while maintaining business controls and ensuring compliance.

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