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