Sunnyvale, CA (December 19, 2017): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced its integration with Salesforce.com.
“Businesses are increasingly layering customer engagement systems on top of systems of record such as CRM for differentiation and innovation,” said Ashu Roy, eGain CEO. “eGain Solve for Salesforce.com complements Salesforce CRM with award-winning knowledge management, AI, and digital capabilities for customer service.”
eGain Solve™ for Salesforce.com gives contact center agents on Salesforce CRM easy access eGain Knowledge+AI™, eGain’s award-winning solution for knowledge management and AI reasoning. While handling a customer support case in Salesforce, agents simply click a “Solve” button to get contextual knowledge and AI reasoning pertinent to the customer problem at hand in the form of a conversational search for answers. In the case of more complex queries, they are guided through an interactive process to resolve problems or give advice. Once the agent is done with the phone call, eGain Solve records the entire interaction in Salesforce CRM.
In addition, customer interactions conducted in eGain Chat™ are recorded in Salesforce CRM as well, and case history from Salesforce CRM is embedded in the eGain Advisor™ Desktop, eGain’s digital-first omnichannel agent workspace.
While these capabilities are available out of the box, other Salesforce objects can be embedded in the Advisor Desktop by using eGain’s comprehensive API library, which allows clients and partners to innovate with eGain solutions.
Additional information about eGain Solve for Salesforce.com is available on Salesforce.com’s AppExchange.
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain, visit http://www.egain.com.
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.