RealTime IT News

eGain Bolsters Its Customer Communications Solution

eGain Communications added two customer communication channels -- eGain Voice and eGain Inform -- to its line of customer communications solutions for e-commerce site operators.

Built on the eGain Commerce 2000 Platform, eGain Voice (Web-based voice communications) and eGain Inform (Web self-service) are tightly integrated with eGain's other customer communications solutions -- eGain Mail (e-mail management), eGain Live (real-time Web collaboration) and eGain Campaign (outbound digital marketing).

eGain Voice allows companies to offer consumers a greater degree of personalized interaction by blending voice with e-mail and real-time Web collaboration.

For example, during a real-time Web collaboration session, a consumer can click a button to request a "telephone conversation" using Voice over IP (VoIP) or telephone call-back.

eGain Inform is an online, self-service solution that provides e-commerce customers with rapid and convenient access to information. Integrated with eGain's other customer communication solutions, eGain Inform shares a common customer database and a common knowledge base.

It can provide customers with transcripts of previous interactions from a variety of channels -- eGain Mail, eGain Live, or eGain Voice.