-- eGain IVR (Standard) helps handle informational and transactional
customer service queries, using the capabilities of the eGain CIH platform,
such as the common multichannel knowledge base, interaction records,
customer database, and integration with backend systems.
-- eGain IVR (Advanced), in addition to the standard solution, includes
the Guided Help module, which uses the patented CBR technology of eGain
Inference® Reasoning Engine. By enabling interactive dialogs that
simulate customer conversations with the best human agents, the module
allows businesses to offer self-service for complex interactions that would
usually need the intervention of experts. Examples of these interactions
include troubleshooting, offering expert advice, and cross-selling and
upselling within the context of service.
Reinventing voice self-service
IVR systems are notorious for frustrating users with inadequate content and
the "IVR black hole" syndrome, where the user is trapped in a self-service
maze. "Without meaning to, some companies have essentially taught consumers
to avoid self-service channels because it is nearly impossible to
accomplish their goals by using them," writes Dr. Natalie L. Petouhoff,
Ph.D., Senior Analyst at Forrester, in an August 2008 report titled "Why
Talking To Your Customers Is Ruining Your Business" from "The Gap in the
Customer Service Experience" series.
But the phone continues to be the channel of choice for many customers
because of ubiquitous access. eGain IVR represents a significant advance in
voice self-service and its integration with other communication channels.
By applying web self-service best practices such as seamless escalation,
unified cross-channel content, and CBR-guided interactions to IVR, it
redefines phone self-service and increases customer adoption of the
channel.
IVR that is as smart as your best agents
eGain IVR uses CBR technology to capture agent expertise in the knowledge
base (KB) and prompt customers with appropriate questions in a way that the
best agents would, until an answer or the "next best step" is found.
Interactions are flexible and efficient, avoiding the rigid and long paths
that are so common in traditional IVR scripts. If a business has already
implemented an eGain SelfService solution for the web, it can simply extend
the interactive process and knowledge base content to the IVR for rapid
time to benefit and reduced TCO.
Unified and consistent multichannel experiences
As part of eGain Service, the top-rated customer service software, eGain
IVR enables consistency in the tone, course, and content of conversations
across self-service and agent-assisted service through the phone and
electronic channels. With eGain IVR, businesses are able to:
-- Allow IVR users to access the same information and complete the same
transactions that they would be able to accomplish through other channels.
-- Offer context-aware escalation to multiple channels, including live
agent channels such as phone and chat, and asynchronous agent channels such
as email.
-- Easily tune and change content and processes across the IVR and other
channels with the Author Once™ knowledge base capability.
-- Manage performance with powerful multichannel reports across IVR and
other channels.
Rapid time to benefit and low cost of ownership
All eGain Service applications use the same workflows, knowledge base,
customer interaction records, and reports. Unified interaction logic and
content reduce the setup cost and time associated with IVR and other
channels, speeding up time-to-benefit. It also means less complex
programming and reprogramming the IVR systems as business processes change.
Single-sourcing of content and best-practice interactions lead to low TCO
as well.
"The benefits of fixing voice self-service are very high as the phone
continues to be an important interaction channel for customers," said Ashu
Roy, Chairman and CEO of eGain. "When IVR customer service is part of a
unified customer interaction hub, businesses are able to offer exceptional
IVR and cross-channel customer experiences in a cost-effective manner."
Flexible deployment options
eGain IVR can be deployed as an on-site, on-demand, or managed solution. If
needed, it can be integrated with existing IVR systems that support Voice
XML.
For more information about eGain's IVR solutions, visit
http://www.egain.com/products/ivr.asp
About eGain
eGain (Contact Information: eGain media contact Connie Pheng Phone: 650-230-7449 Email: cpheng@egain.com