Overview
Based on the AWS gov cloud public infrastructure, eGain Analytics for Amazon Connect™ is a powerful "measure and manage" platform that provides comprehensive omnichannel analytics across IVR, human-assisted voice and digital touchpoints, and customer journeys.
The connected, omnichannel analysis across all customer touchpoints enables businesses to measure, manage and optimize all aspects of their customer interaction operations. From a single platform, the reporting and analytics needs of supervisors, analysts, ops teams, scheduling teams and managers are comprehensively served. Furthermore, it does this across geographically diverse sites, organizational boundaries and channels, empowering business users with role relevant visibility and the capability to manage smarter.
A rich library of reports and dashboards provide real-time and historical analysis of contact center operations, self-service, digital interactions, and customer journeys. With an intuitive report builder and a range of powerful visualizations, business users can easily create and share dashboards that deliver relevant insights at a glance. Drill though capabilities enable you to move quickly from high level summary to low level detail or from insight to action. The reports can be scheduled for regular email delivery or can be extracted to view in the BI tool of choice.
The connected analytics helps businesses improve the customer experience, agent experience, and business experience.
CX - Customer Experience
- IVR journey analytics
- IVR self-service rate
- Answer/abandon rates
- Wait times and SLAs
- Hold time
AX - Agent Experience
- Status & reason codes
- Average Handle Time (AHT)
- Wrap time
- Transfers (from, to)
- Agent-to-agent consults
BX - Business Experience
- Incoming volumes
- Utilization
- Occupancy
- Custom attributes
- Historical, intra-day, real-time & detail reports
For custom pricing, submit your questions at https://www.egain.com/contact-us/ or contact marketplacesales@egain.com
Highlights
- Measure and manage the call center directly and without IT involvement
- Comprehensive omnichannel analytics across IVR, human-assisted voice and digital touchpoints, and customer journeys
- IVR Analytics, Journey analytics for A/B testing
Details
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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24x7 support through web portal, email, and phone with access to tech support engineers.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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