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eGain Virtual Assistant for Agents

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Enhancing Outsourcing Efficiency with eGain Virtual Assistant for Agents

Multichannel Customer Service Solutions

Outsourcers play a pivotal role in managing various customer contact channels such as email and web collaboration. By leveraging eGain's expertise, leading Outsourcers have successfully met challenging service levels while ensuring cost-effective customer service through efficient email management.

Managing Unpredictable Contact Volumes

One of the major challenges faced by Outsourcers is dealing with unpredictable inquiry volumes and the necessity for flexible commercial models. eGain's cloud-based deployment and flexible pricing approaches have enabled top Outsourcers to enhance flexibility and competitiveness effectively.

Agent Knowledge Bases for Control and Efficiency

Whether on-shore or off-shore, organizations rely on agent knowledge bases to maintain control over processes and customer satisfaction. eGain collaborates with large companies to develop customer service contact center agent knowledge bases for seamless client management and efficient outsourced resource utilization.

Advanced Reporting and Management Solutions

For detailed management reporting and SLA monitoring across multiple clients and channels, leading Outsourcers trust eGain for efficient operational task management. The platform ensures complete segmentation of client knowledge and data, providing a comprehensive view of multichannel support operations.

Empowering Outsourcers with Expertise and Insight

To excel in delivering effective customer service solutions, Outsourcers must showcase excellence in handling simple queries to complex issues. eGain's AI guidance empowers Outsourcers to provide the right next steps for service resolution or problem diagnosis, optimizing client relationships and driving value generation.

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Enhancing Customer Support with eGain Virtual Assistant for Agents

Proactively Delivering Trusted Answers

eGain Knowledge Hub™ for Genesys Cloud CX platform is embedded in the Genesys agent desktop and is highly rated by analysts and clients for proactively delivering trusted answers and personalized guidance to agents during customer conversations. Powered by AssistGPT™, this solution automates knowledge management tasks while maintaining business controls and ensuring compliance.

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Enhancing Customer Engagement with eGain Virtual Assistant for Agents

Introduction to eGain Conversation Hub™

The eGain Conversation Hub™ has been recognized as a trend-setting product by KMWorld and has received top scores from Gartner and Forrester for digital customer engagement. This platform empowers businesses to interact with customers in a personalized, proactive, and intelligent manner across various digital touchpoints. It seamlessly integrates with telephony and is equipped with AI-powered features from the eGain AI Knowledge Hub and insights from the eGain Analytics Hub.

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Enhanced Customer Support with eGain Virtual Assistant for Agents

Proactive Knowledge Delivery

The eGain Knowledge Hub™ for ServiceNow is embedded in ServiceNow's Agent Workspace or classic user interface, offering trusted answers and personalized guidance to agents in the flow of customer conversations. Powered by AssistGPT™, this solution automates knowledge management tasks while ensuring business controls and compliance. It addresses the top pain points of customer service like inconsistent answers and lack of knowledge among agents.

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Enhancing Customer Service with eGain Virtual Assistant for Agents

The Benefits of Customer Service Chatbots

Customer service chatbots, also known as virtual assistants, offer round-the-clock assistance, helping to contain or reduce customer service costs while enhancing the overall customer experience. These chatbots can be integrated with various front-end interfaces, ranging from avatars to personal digital assistants like Amazon Alexa.

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