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Overview

What is eGain?

eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers,…

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Recent Reviews
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Pricing

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What is eGain?

eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

eGain for Healthcare - Demo Video

YouTube

eGain for Healthcare - Demo Video

YouTube
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Product Details

What is eGain?

eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase for agent enablement and/or customer self-service. It can be integrated with Cisco Unified Contact Center Enterprise to extend Cisco's voice capabilities with web self-service, chat, knowledgebase, and analytics. eGain can also be added to an organization's mobile app, to offer FAQ, guided help, chat, etc. to mobile customers.

eGain Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(5)

Reviews

(1-1 of 1)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use eGain to ensure that we have the highest quality software for our customers to interact with. The options in the different types of Channels make it easier for customers to interact after selecting their desired channel.
  • Multiple options to choose channel of your convenience
  • The product capabilities are very good. Easy for integration and deployment
  • Strong consulting partnership
  • Service and support needs to be done better.
  • Compliance and risk management needs to be improved
Search function Global Synonyms Guided Helps. Documentation does a great job of describing features but lacks the big picture of how things relate to one another. Strong consulting partnership and customer focus. There are areas where they need to improve - Improve compliance & risk management plus Improve customer relations/service.
  • eGain Call Track -- A call tracking software to analyse the customer engagement
  • eGain ClickToCall - Feature to ensure customers get real-time help
  • eGain Social - Feature for single source social publishing and reputation management
Customer experience management (7)
74.28571428571429%
7.4
Multi-channel customer feedback collection
90%
9.0
Product usage analytics
70%
7.0
Customer experience dashboard
80%
8.0
Customer journey mapping
80%
8.0
Churn risk scoring
70%
7.0
AI-powered recommendations
70%
7.0
Website A/B testing
60%
6.0
  • eGain helped in improvising our customer engagements
  • Customer retention was made possible as the tool helps us analyse the painpoints of the customer
  • Social Media Marketing helped to gain a lot of customers with minimal cost incurred.
While searching for a Customer Experience software, eGain came first in the search and we were pretty satisfied with the product features it has. We liked the support and customer service which made sure all our queries were answered in a very short turnaround time.
Medallia, ZineOne, Directly
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