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What Analysts Say About eGain Solutions
Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management + digital engagement + composable experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave (most recent report) on Digital-First Customer Service
Industry’s First Web-Based Email Management Software
eGain Mail, the leading web-based email management software for customer service, helps companies manage large volumes of customer emails and webforms responsively and effectively. When you respond to inbound inquiries promptly and professionally every time, the exceptional customer service differentiates your company from competitors immediately.
An integral part of the eGain suitefor customer service, eGain Mail offers:
Predefined workflows to manage incoming email and webform inquiries.
Service level agreement (SLA) triggers to automate email routing and monitoring.
Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
Tracking of all customer queries.
Complete customer information and interaction history, across channels, to email customer service agents, enabling informed interactions.
Access to the centralized knowledge base that enables call center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base and capture invaluable expertise on the fly.
Varied collaboration options with experts within and outside the system.
Comprehensive analytics and real-time alarms for operational performance management
Additional modules
eGain Secure Message™: A secure email messaging system, that authenticates the customer before allowing the viewing of confidential information.
eGain Fax™: To route, track, and respond to faxes with the same infrastructure that is used to handle emails and webform submissions.
We could not run that business we are operating today without the (eGain) email management capability. We take it for granted now. It’s progressed over the years, but it’s absolutely the bedrock of what we do.
Bill Hemstedt, Director, Delivery and Support, BupaGlobal
What customers say about eGain email management software
No complaints
“(…) agent team has had no complaints – normally they complain whenever they can so that’s a really good thing and it is going really well.”
A government agency in EMEA after making their first ever cloud deployment, with eGain Mail
Secure inbox
“Being a health insurance company, you have to deliver information securely. We deal with a lot of PHI, financial information. You can’t just share that across normal channels. You have to deliver that information securely. eGain allows us to do that… We made the access to that secure inbox available through the mobile device so they could access it wherever they were.”
Business Process Manager, Fortune 500 American health insurance company
Fabulous return on investment (ROI)
eGain’s email solution is not only paying for itself by enabling cost savings for us, but also adding value to our top line.
Vice President, Internet Sales & Marketing, Replacements
Quality service
“We are proud of the quality of service we are now able to offer our customers and those who have chosen to contact us via email have given a very positive response to our new system. eGain is the bedrock of our customer service email operations.”
Project Manager, London Stock Exchange-listed Energy Company
Fax management
“We have some lines of business where we have to deal with faxes, so we are able to leverage the eGain system to manage and index incoming faxes, and eliminate some of the manual work around that.”
Business Process Manager, Fortune 500 American health insurance company
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Features
Administrator
- 100% web-based email management software enables remote and easy administration
- Fine-grained control over user access, role, and permissions Immediate, scheduled, and out-of-the-box reports
- Multichannel and channel-specific analytics
- Widest range of deployment options — inhouseimplementation,subscription-based hosteddelivery, and managed servicesfor remote administration oflicensed software
Email agent
- Complete customer informationand interaction history, acrosschannels, available to email customer service agents,enabling informed interactions
- Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity
- Web-based consoles for a rangeof users: Agents, supervisorsand managers, businessanalysts, knowledge authors,programmers, and systemadministrators
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