eGain Communications delivered the eGain
Commerce 2000 Platform, which integrates eGain’s suite of e-commerce customer
communication solutions — eGain Live, eGain Mail and eGain Campaign, an
outbound marketing system due for release in early 2000.
The eGain Commerce 2000 Platform provides service, sales and marketing
departments with a 360-degree view of all customer communications, the
company said.
Whether using eGain Mail to respond to an e-mail or using eGain Live to work
in real-time with a customer over the Internet, customer representatives will
be able to get a unified view or “memory” of every interaction with that
customer.
“The aim of this new platform is to solve the No. 1 complaint of online
consumers — slow (or no) answers to customer inquiries,” said Ashutosh Roy,
CEO of eGain.
“Our new Commerce 2000 Platform is integrated with a common set of
components, which makes it easy for our customers to add other eGain
applications when they’re needed.”
eGain’s solutions are available through the eGain Hosted Network or through
customer site deployment.
eGain also launched an updated eGain Live 3.0, which gives e-commerce
companies a real-time solution by giving customer representatives the
information they need to help the customer complete a transaction.
Customers are routed to the right customer representative according to their
product interest, the Web page they are on, their geographical region and
other criteria selected by the company.
As soon as a customer contact is made, a customer representative has a
complete view of all of the customer’s prior real-time sessions, e-mails and
transactions.
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 call-back
technologies) company representatives can assist online customers with
product specifications, pricing information and order forms in real time.
