eGain

eGain, the leading provider of customer engagement solutions, announced that it has achieved “in process” status on the Federal Risk and Authorization Management Program (FedRAMP) Marketplace. The company is currently working with its sponsor, the Internal Revenue Service (IRS) and the FedRAMP PMO (Program Management Office) to achieve FedRAMP Authorization. Marketing Technology News: Equifax Names Andrea Lawson as Chief Talent and Diversity Officer FedRAMP is a government-wide program that provides a standardized…

eGain, the leading provider of customer engagement solutions, announced that a leading omnichannel retailer is now offering expanded self-service powered by eGain. The company selected eGain for its deep product capabilities and quick business value. With shoppers going digital in a hurry in the pandemic, the company needed to rapidly expand customer self-service, while controlling operating costs. Marketing Technology News: InMoment Announces XI Digital Transformation Solution to Help Top Brands Improve Digital…

eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Conducted by Dimensional Research on behalf of eGain and fielded in June 2020, the survey was administered to thousands of consumers, who had used a digital channel for customer service across six industries in April and May 2020. Here are key findings: Marketing Technology News: Bright Pattern Contact Center Chosen by…

eGain, the leading provider of omnichannel customer engagement solutions, announced that it has partnered with Avaya to accelerate digital transformation of customer engagement. Today’s customers seek instant gratification and demand digital-first experiences across touchpoints.  For example, a customer may receive a promotional SMS-based offer from her bank, choose to instantly engage with a conversational virtual assistant via messaging, get qualified as a hot lead, and get connected in real-time to chat with a banker.…

eGain, the leading provider of cloud-based customer engagement solutions, announced that A-dec, world’s leading dental equipment manufacturer, selected eGain AI knowledge for contact center support and digital self-service. A-dec manufactures a complete portfolio of dental operatory products, including chairs, stools, delivery systems, lights, cabinets, and A-dec | W&H handpieces. The complex nature of these products makes customer support essential to the A-dec value proposition. Marketing Technology News: Millers…

eGain, the AI-powered customer engagement platform provider, announced that Altitude Software will embed eGain AI and Knowledge Management into its Xperience Suite. According to a survey conducted by Forrester Consulting on behalf of eGain, poor access to relevant knowledge among contact center agents is the #1 driver of bad customer service. Altitude Software, a pioneering provider of customer interaction solutions, will deliver deep, seamless integration with eGain AI and Knowledge to offer process guidance and…

Consume Innovation Easily and Leverage Best Practices to Deliver Digital Experience (DX) and Customer Success eGain, the leading provider of cloud-based customer engagement solutions, is hosting eGain Digital+AI Day on May 14, 2018, at The Brewery in London and will showcase customer success and innovative solutions to enhance customer's digital experience. According to multiple research studies, 70-90% of digital transformation initiatives fail, largely due to point-solution spaghetti and unsynchronized innovation.…

eGain Has Integrated Support for Facebook Messenger into the eGain Advisor Call Center Agent Desktop eGain, the leading provider of cloud-based customer engagement solutions, announced its integration with Facebook Messenger. eGain has integrated support for Facebook Messenger into the eGain Advisor call center agent desktop. With so many brands and merchants using their Facebook company page to engage with customers, it's a natural progression for these customers to send customer service requests via Facebook…