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Overview
eGain Chat helps businesses enable agents to assist customers in real-time through text, audio, and video, powered by AI and a knowledge hub. While requiring integration with a broader knowledge system, GenAI drafts responses to enhance productivity. This reliable eGain Chat solution is tailored for large-scale customer engagement centers.
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Starting Price
Custom
eGain Chat Specifications
Live Chat
Omnichannel Support
CRM Integration
Canned Responses
What Is eGain Chat?
eGain Chat is an AI-powered component of the eGain Conversation Hub, utilizing a modern, composable architecture. The platform is designed for large enterprise customer service operations across regulated industries like banking, government, and healthcare. It offers comprehensive digital engagement capabilities, allowing agents to manage secure customer interactions, including messaging and co-browse sessions. Its strength lies in providing consistent, knowledge-driven answers to maximize correct responses and overall team performance management.
eGain Chat Pricing
Disclaimer: The pricing is subject to change.
eGain Chat Integrations
The software supports integration with multiple systems and platforms, such as:
- Apple Business Chat
- Facebook Messenger
- BYOB
Who Is eGain Chat For?
eGain Chat is ideal for a wide range of industries and sectors, including:
- Banking
- Credit unions
- Financial services
- Healthcare
- Manufacturing
- Retail
- Telecom
Is eGain Chat Right For You?
If you are looking for a secure, AI-powered way to deliver real-time customer support across channels, eGain Chat could be the ideal choice for you. It helps businesses handle web chat, messaging, audio, video and cobrowse interactions — giving customers fast, consistent support and agents unified context to resolve issues. Rated #1 in the Gartner Critical Capabilities report for customer engagement centers, it scales from small support teams to large enterprises, ensures compliant and reliable communication, and integrates with the full eGain Conversation Hub suite for seamless omnichannel service worldwide.
Still doubtful if eGain Chat is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
eGain Chat Features
This feature automates responses for agents through the integration of artificial intelligence (AI) directly into the agent interface. The AI functionality also includes the ability to use Generative AI to draft and personalize responses, which ensures accuracy and relevance while significantly boosting the agent's efficiency and handling capacity during customer interactions.
eGain Chat software provides secure chat sessions for customers and includes the ability to seamlessly transition to co-browse functionality. This allows agents to view the customer’s screen within the web browser to guide them effectively, enhancing the quality of support delivered while maintaining data security and confidentiality throughout the interaction.
The platform offers comprehensive capabilities to handle customer interactions across multiple media formats, including text, audio, and video chats. Crucially, these chat sessions incorporate authentication features to verify customer identity and ensure secure communication, enabling agents to provide trusted, real-time support across all primary digital communication channels.
This feature enhances agent productivity by integrating a powerful knowledge base that provides trusted answers and guidance. By leveraging a comprehensive knowledge hub, agents can deliver quick, correct, and consistent responses. This direct access to verified information minimizes search time and boosts the agent's overall efficiency and accuracy during live conversations.
The software provides rich analytics capabilities designed to measure and manage team performance effectively. Users can leverage these tools to gain insights into operational metrics, agent efficiency, and customer satisfaction outcomes. This allows management to monitor key indicators and make data-driven decisions to optimize the customer engagement center’s operations.
