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
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.