SOURCE: eGain

eGain

September 16, 2010 07:45 ET

eGain Expands Social Customer Experience Management Solution

New Version of eGain® Social Experience™ Suite Includes Social-Blended Agent Desktop, Integration With Facebook®, and Single-Sourced Knowledge Publishing Across Traditional and Social Channels

MOUNTAIN VIEW, CA--(Marketwire - September 16, 2010) -  eGain (OTCBB: EGAN), the leading provider of cloud and on-site customer interaction hub software, today announced the next generation of eGain Social Experience Suite -- a one-of-a-kind solution that empowers contact center agents and community managers to efficiently handle inquiries across all traditional and social channels. The new version includes a social-blended agent desktop, integration with Facebook to complement already available integrations with Twitter® and web search, and an innovative single-sourced knowledge publishing capability for proactive social engagement.

"Social in customer service is all about customer democracy -- allowing customers to choose how, where and when they want to be serviced, and through which channel. There is a huge depth of knowledge in hosted communities where one contributor can support another through discussions in the forum in solving problems, or in general by giving advice. This social knowledge can then be harvested, repurposed and used to update the customer support knowledge base," said Johan Jacobs, Research Director at Gartner, in the research note, "First Steps for Social CRM: The Gartner CRM Team's Perspective," dated July 20, 2010.

eGain Social Experience Suite consists of three offerings:

  • eGain® Social™: Enables businesses to listen to conversations on social networks such as Facebook and Twitter for customer queries, analyze and route them intelligently, and post a response. The solution also includes analytics and the ability to move a potentially explosive social conversation to a more private interaction channel for discreet one-on-one resolution. 

    The social-blended agent desktop seamlessly blends queries from Facebook, Twitter, forums, and blogs with queries from traditional customer service channels like phone, email, SMS, chat, and cobrowse. This enables agents to get a 360Plus™ view of the customer, context, and knowledge for efficient handling of queries. The solution also includes capabilities for full-cycle knowledge harvesting, single-sourced knowledge publishing across social and traditional channels, and reputation management.

  • eGain® Community™: Enables businesses to include forums as part of their customer interaction hubs. Forums are especially useful for fostering discussions among expert users. Forum posts can be federated into knowledge base searches, and useful posts harvested for inclusion in the trusted multichannel knowledge base, maintained by the business.

  • eGain® Social Adapters™: Enable eGain to monitor social networks through integrations with Facebook, Twitter, Google and Yahoo search.

"The last thing businesses want is a high-visibility social interaction silo that is disconnected from the rest of the business," said Ashu Roy, eGain Chairman and CEO. "Unlike alternatives, eGain Social seamlessly enhances a unified Customer Interaction Hub (CIH) strategy for consistent customer experience and branding across social and traditional channels."

The new version of eGain Social Experience Suite and its individual components will be generally available in October 2010 and can be deployed in the cloud or on-site. Details of the solution are available at http://www.egain.com/products/social.asp.

About eGain

eGain (OTCBB: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, hundreds of the world's largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

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