Overview
Product Overview
Based on the AWS gov cloud public infrastructure, eGain for Amazon Connect powers connected, easy customer experience across all omni-channel touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics. The solution delivers transformational business value*, including:
- Agent time to competency improvement up to 75 percent
- NPS (Net Promoter Score) improvement up to 20 points
- FCR (First-Contact Resolution) improvement up to 25 percent
- Self-service deflection up to 60 percent
Highlights of eGain for Amazon Connect are:
Digital-first, omnichannel desktop
- Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone
- Virtual Assistant for agents
AI everywhere
- AI self-service using Amazon Lex, AI contact routing, and AI process guidance
- Virtual assistant delivers Amazon Alexa-based self-service
- Generative AI to help automate knowledge management tasks and deliver instant answers
Hyper-personalized knowledge
- Single-sourced content management with multi-step approval workflow
- Personalized and auditable publishing of policies and procedures
Connected Analytics
- Rich reports and configurable dashboards
- Journey analytics
- IVR Analytics
Collaboration built-in
- Click-to-ask collaboration for advisors
- Click-to-suggest knowledge sourcing
Compliant with privacy and security standards
- PCI, NIST SP 800-53, HIPAA, HITRUST, and FedRAMP
*Based on data from clients.
For custom pricing, submit your questions at https://www.egain.com/contact-us/ or contact marketplacesales@egain.com
Highlights
- Digital-first omni-channel desktop
- Personalized knowledge+AI everywhere
- Connected analytics
Details
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Financing for AWS Marketplace purchases
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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.
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