eGain Solutions for the Public Sector

• Ranked as the top choice by Gartner, endorsed by clients in Gartner Peer Insights customer reviews, and selected as Readers’ Choice by KM World Magazine.
• Enables customers and frontline employees to quickly find precise solutions and offers real-time assistance in the flow of citizen interactions.
• Ensures top-quality customer service by enabling all agents to match the productivity of your best performers. By presenting agents and other users with diverse avenues to access information from a reliable knowledge hub, it guarantees prompt, uniform, and accurate responses.
• Removes knowledge silos by centralizing content, search functionalities, conversational and generative AI, intent recognition, machine learning, analytics, and connections to existing systems.

• Features include:

o eGain Knowledge+AI: Knowledge Base integrated with AI-powered guidance in the flow of work for contact center agents, frontline staff, and other associates.

o eGain Virtual Assistant: Conversational aide adept at understanding customer intent, guiding users through interactive dialogs to provide contextual answers. Elevates with context to an agent via the eGain Conversation Hub.

o eGain SelfService+AI: Knowledge Base tailored for personalized citizen and employee self-service.

• Empowers government agencies to interact with citizens through various digital channels, such as live web chat, messaging (including SMS, Apple Business Chat™, Facebook Messenger™, Google’s Business Messages, and WhatsApp), email, social media, and more, ensuring a uniform and seamless citizen experience across touchpoints.
• In contrast to point solutions and API tool kits, the eGain Conversation Hub provides a comprehensive set of functionalities for messaging-based conversational automation.
• It includes guided conversations with an integrated Virtual Assistant, AI, and Knowledge to handle citizen queries accurately and consistently.
• Detailed, interconnected analytics are available to enhance conversational effectiveness and operational efficiency.

• Features include:

o eGain SuperChat: Engage in customer chats through messaging, apps, or websites. Transition to video chat and provide click-to-call options. This feature allows chatting via messaging channels.

o eGain Cobrowse: Assist customers in completing complex forms by safely cobrowsing HTML forms, with precise controls for compliance, and no need for downloads.

o eGain CallTrack: Log and monitor phone calls with AI guidance and knowledge support. It includes call controls, a softphone, and screen pop functionality.

o eGain Mail + Social: Effectively handle and respond to customer emails (free form and web form) using automated routing, flexible workflow, and productivity tools. Monitor and respond to customer inquiries on social channels such as Twitter, YouTube, Facebook, and Instagram.

o eGain Secure Messaging: Share confidential and secure content with customers through a secure portal.

o eGain Notify: Deliver personalized reminders, alerts, and updates at scale across various touchpoints, including SMS, email, push notifications, messaging, and voice.

o eGain Offers: Provide contextual promotions, self-service options, and agent assistance to customers on your website, guided by configurable business rules and AI-powered decision support.

• Provides connected insights across all interaction points, allowing agencies to gauge, oversee, and refine their citizen service operations.
• Facilitates real-time operational management.

• Implement real-time modifications within contact center infrastructures like Cisco, Avaya, Amazon Connect, and Genesys, without the need for technical expertise. Contact Center Analytics™ manages agents, teams, skill groups, call types, precision queues, sites, routing variables, and outbound campaigns.

• Balance resources throughout the day and schedule future resource updates that activate when needed.

• The robust security model ensures meticulous access control and auditability, guaranteeing secure delegation.

• Features include:

o Contact Center Analytics™: Empowers agencies to monitor and regulate their contact center in real-time without IT intervention.

o Digital Analytics™: Assesses digital customer engagement performance.

o Knowledge+AI Analytics™: Offers insights to optimize eGain Knowledge and AI for customer service and engagement.

o Unified Communications Analytics™: Tracks non-contact center and back-office telephone activity.

o IVR Analytics™: Monitors the entire IVR self-service customer journey.

o Pre-built integrations: Out-of-the-box connectors to leading call center technologies such as Cisco, Avaya, Amazon Connect, and Genesys.

• A comprehensive collection of best-practice reports and dashboards delivers real-time and historical analysis of citizen interactions. With an instinctive report builder and powerful tools, agencies can rapidly formulate and distribute customized dashboards and reports to meet business requirements.