Call center operations

Artificial intelligence (AI) and analytics-powered customer engagement solutions help call and contact centers create superior customer and agent experiences across all channels.

eGain

eGain Solve for Amazon Connect supports customer experience across multiple touchpoints. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), organizational knowledge, and analytics - including Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, phone and vistual assistance through Alexa. The solution enables improvement in key business areas such as agent time to competency, Net Promoter Score (NPS), First-Contact Resolution (FCR), and self-service deflection.

 eGain Solve for Amazon Connect features include:

  • Digital-first, omnichannel desktop
  • Virtual assistant delivers Amazon Alexa-based self-service
  • Single-sourced content management with multi-step approval workflow
  • Auditable publishing of policies and procedures
  • Ready to use reports and configurable dashboards
  • Journey analytics for A/B testing

How it works

Additional resources from eGain

Telecom generic icon

A British digital communications company with thousands of advisors spread across several countries saw inconsistent customer service results for a variety of reasons. They implemented eGain's technology and realized customer service improvements such as FCR raised to 85%, NPS improvement by 20 points. Agent training time was reduced by 43%, and speed-to-competency of agents improved by 50%.

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You could prove it statistically time and time again. People long-term, new starters, that were following Guided Help had better performance metrics than those who didn’t follow it correctly.

            Head of Customer Technology and Innovation, Leading UK Telco

AWS Marketplace

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We're here to help you get started with AWS Marketplace. Ask for or give advice on the AWS Marketplace discussion forum.