eGain Mail allows organizations to Manage and respond to customer emails (free form and web form) with automated routing, flexible workflow, and agent productivity tools. An integral part of the #1 knowledge-powered automation platform for customer engagement, eGain Mail offers:

• Predefined workflows to manage incoming email and webform inquiries.
• Service level agreement (SLA) triggers to automate email routing and monitoring.
• Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
• Tracking of all customer queries.
• Complete customer information and interaction history, across channels, to email customer service agents, enabling informed interactions.
• Access to the centralized knowledge base that enables call center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base and capture invaluable expertise on the fly.
• Varied collaboration options with experts within and outside the system.
• eGain Secure Message™: A secure email messaging system, that authenticates the customer before allowing the viewing of confidential information.
• Comprehensive analytics and real-time alarms for operational performance management
• FedRAMP authorized solution for a high level of security

FEATURES

Email agent

• Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions
• Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity
• Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators

Administrator

• 100% web-based email management software enables remote and easy administration
• Fine-grained control over user access, role, and permissions Immediate, scheduled, and out-of-the-box reports

Multichannel and channel-specific analytics

• Widest range of deployment options - inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software