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eGain Virtual Assistant for Agents: Enhancing Customer Support Privacy

Introduction to Data Privacy Policy

The eGain Virtual Assistant for Agents aims to provide a comprehensive solution for enhancing customer support privacy. This Privacy Policy covers the information collected when using the eGain website(s) and interacting with eGain Offerings. eGain Corporation is dedicated to protecting individual privacy rights and ensuring responsible information use.

Collection and Usage of Information

eGain collects information through various channels, including user-provided data, platform data for eGain's clients, usage data of eGain Services, support channels, social media, and third-party sources. This data collection includes business contact information, end user data, log file data, and information sourced through social sites or Google APIs.

Data Sharing and Security Measures

The Privacy Policy outlines the sharing of information with eGain's clients, partners, affiliates, analytics providers, and service providers. It also emphasizes the importance of data security, detailing measures to keep collected information secure and the use of cookies for analytics and authentication purposes.

User Access and Compliance

Users are provided with access and choice regarding the information collected. The Privacy Policy ensures compliance with regulatory authorities, including the EU GDPR, Swiss FADP, and UK-GDPR. Users can control the use of cookies and have the right to access, update, or delete their personal data.

Information Management and Updates

eGain highlights the importance of information management and updates, combining collected data to improve services and provide relevant offerings. The Privacy Policy specifies the types of information received, the sources of data, and the processes involved in data collection, analysis, and storage.


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Enhancing Amazon Connect Experience with eGain Virtual Assistant for Agents

eGain Analytics for Amazon Connect™

eGain Analytics for Amazon Connect™ is a robust solution that provides omnichannel analytics and deep customer journey insights specifically designed for Amazon Connect™ users. This tool enables connected analytics, allowing businesses to efficiently measure, manage, and optimize their digital engagement strategies.

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Enhancing Customer Support with eGain Virtual Assistant for Agents

About eGain Virtual Assistant for Agents

eGain Virtual Assistant for Agents is a cutting-edge solution designed to revolutionize customer support processes. This technology leverages artificial intelligence to provide real-time assistance to agents, empowering them to deliver exceptional service efficiently.

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Enhancing Help Desk Performance with eGain Virtual Assistant for Agents

Industry Challenges

In the realm of help desks, industry challenges include ensuring service levels across all communication channels, be it phone, email, or web. The need to reduce the cost per incident while increasing self-service usage for common queries is paramount. Providing a self-service portal for tracking ticket progress, reducing tier-two escalations, and improving first-time-fix rates are crucial goals.

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Revolutionizing Field Service with eGain Virtual Assistant for Agents

The Challenge of Field Service Complexity

Field service has become increasingly complex, as highlighted by surveys showing that 74% of field engineers find it more challenging. Moreover, the ever-changing knowledge requirements add another layer of difficulty, with 88% of respondents noting the continuous evolution in product servicing knowledge. Additionally, the dissatisfaction with legacy tools and technologies among 50% of field technicians emphasizes the need for a modern solution.

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Enhancing Customer Engagement with eGain Chat Tools and Messaging Solutions

The Importance of Chat in Customer Service

Chat has become a crucial first point of engagement for customers, with digital channels such as live chat playing a significant role. According to Gartner, chat is an imperative channel for customer journeys to begin, especially on mobile devices and web platforms. The report emphasizes the importance of selecting the best approach for connected customer service experiences.

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