Cloud Business

Cloud Business Featured Article

Cloud Business: eGain and SAP Deliver Customer Experience Platform to Fortune 100 Technology Company

June 18, 2012

 eGain, a provider of on-site and cloud business solutions, in partnership with SAP (News - Alert) AG, announced it has delivered a solution for a Fortune 100 technology company to power its vision of delivering personalized customer experiences across channels, languages, and devices.

The Sunnyvale, California-based eGain is an SAP-Endorsed Business Solution provider. eGain solutions help clients improve customer experience, optimize service process and grow sales -- across the web, social, and phone channels. 

"Customer-centric businesses need an innovative, cloud-based customer interaction platform to rapidly design stand-out customer experiences," said Ashu Roy, eGain CEO, in a statement. "The joint eGain-SAP proposition will enable our client to delight customers with seamless multichannel service while reducing operating cost."

The cloud business solutions suite includes eGain's award-winning Customer Interaction Hub platform and rich multichannel interaction applications such as: eGain SelfService for web and mobile self-service; eGain KnowledgeAgent for contact center agent knowledge; eGain Chatbot for avatar self-service; eGain Offers for proactive sales and service assistance; eGain Community for moderated customer forums; eGain Social for social customer engagement; eGain Chat for web and mobile text chats; eGain ClicktoCall for web callbacks; eGain Cobrowse for cobrowsing web pages; eGain Survey for feedback management; and eGain Analytics for multichannel analytics.

The client selected eGain solutions based on multiple criteria, including functionality, scalability, multilingual support, integration capability, ease of customization, modularity, flexible deployment, time to benefit, and security and disaster recovery features. eGain also met the requirement of integrating with SAP.

Earlier this year, eGain announced that Union Bank has chosen its customer contact platform as part of the bank’s expanding customer knowledge strategy. Union Bank offers financial services to individuals, small businesses, middle-market companies, and major corporations.