eGain Live 3.0

Call Center CRM Solutions, Jan 2000

eGain Communications' eGain Live 3.0 (formerly known as eGain Web Collaboration System) is a Web-collaboration solution designed to give the agent a complete view or "memory" of all customer interactions and transactions. Every email, phone call or other contact in the company's database is called up and displayed for the agent while he or she is answering an online support or service request from a customer.

Built with eGain's Internet-class Web-based architecture, eGain Live can scale from very simple to very complex interactions. While many requests will need only simple chat capabilities, some customers will require more personal attention. eGain Live's Two Way Escorting and Forms Assist capabilities let agents help customers with complex questions while the customer is at his or her browser.

eGain Live lets customer representatives answer customer requests that come in over the Internet and provide immediate answers or help. When a customer inquiry comes in, eGain Live automatically matches the customer with the most appropriate customer representative. Customers are routed to the right representative according to their product interest, the Web page they are on, their geographical region and other criteria selected by the company using eGain Live. As soon as a customer contact is made, an agent has a complete view of all of the customer's prior real-time sessions, e-mail and transactions. To incorporate prior customer interaction history, the eGain Commerce Bridge can seamlessly integrate transaction data from third-party vendors. Using a variety of tools (browser sharing, forms synchronization, text chat, voice-over-IP and Web callback technologies), company representatives can assist online customers with product specifications, pricing information, order forms, etc.

To simplify the process for online customers, eGain Live uses eGain's WorksEverywhere technology to work with any type of browser the customer might be using. Instead of forcing customers connecting with WebTV or using older browsers to download new software, eGain Live automatically adapts itself to the type of browser and network connection being used.

eGain Live can also be implemented through the eGain Hosted Network, a network of hosted applications for ecommerce customer communications. The solution can also be licensed for inhouse deployment.

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