eGain (NASDAQ:EGAN), a provider of cloud-based customer engagement solutions, has announced the immediate availability of eGain Solve for Amazon Connect. Built on AWS cloud infrastructure, eGain Solve for Amazon Connect would power connected, “easy” customer experience across all touchpoints.
eGain’s digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics – including virtual assistance through Amazon Alexa. The solution would provide the following customer benefits:
- Agent time to competency improvement
- NPS (Net Promoter Score) improvement
- FCR (First-Contact Resolution) improvement
- Self-service deflection
Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The Amazon cloud platform would make it easy for technology partners to integrate with its voice infrastructure, and businesses to deploy add-on solutions in a matter of minutes. The integrated solution features comprehensive use of eGain’s AI technology across omnichannel self-service (including IVR), contact routing and process guidance for agents.
“We are excited to seamlessly connect our solution with Amazon Connect,” said Ashu Roy, CEO of eGain. “Interest in a public cloud-based omnichannel solution is high among early-adopter clients.”