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<form method="get" action="https://www.egain.com/" class="header-searchform">
  <input type="search" name="s" autocomplete="off" value="" placeholder="Type then hit enter to search...">
</form>

GET https://www.egain.com/

<form method="get" action="https://www.egain.com/" class="mobile-searchform">
  <input type="search" name="s" autocomplete="off" placeholder="Search">
  <button type="submit" class="searchform-submit">
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</form>

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 * Products
   * COLLABORATION
     * eGain Conversation Hub
     * eGain CallTrack
     * eGain Chat
     * eGain Virtual Assistant
     * eGain ClicktoCall
     * eGain Cobrowse
     * eGain Mail
     * eGain Notify
     * eGain Offers
     * eGain Social
   * INSIGHT
     * eGain Analytics Hub
     * eGain IVR Analytics
   * KNOWLEDGE + AI
     * eGain Knowledge Hub
     * eGain Knowledge for Contact Centers
     * eGain Knowledge for Self-Service
     * eGain Virtual Assistant
     * eGain Virtual Assistant for Agents
     * eGain Sales Advisor
   * SERVICES
     * eGain Consulting
     * eGain University
   * MORE
     * eGain Cloud AlwaysOn
   * EDITIONS
     * eGain Knowledge Hub for Adobe
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Apple Business Chat
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
     * eGain Mobile
 * Solutions
   * INDUSTRIES
     * Banking
     * Financial Services
     * Government
     * Healthcare
     * Health Insurance
     * P&C Insurance
     * Outsourcers
     * Retail
     * Tech Industry
     * Telecom
     * Travel & Hospitality
     * Utilities
   * ORGANIZATIONS
     * Contact Centers
     * eCommerce
     * eService
     * Helpdesks
     * IT
     * Marketing
   * EDITIONS
     * eGain SmartIVR
     * eGain Telehealth
     * eGain Virtual Financial Coach
 * Resources
   * LIBRARY
     * Articles
     * Blogs
     * Research
     * Videos
     * White Papers
     * Customer Success
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
   * DEVELOPER COMMUNITY
     * eGain Developer Central
   * PARTNER COMMUNITY
     * eGain Econet Portal
     * eGain Marketplace
   * TOPICS
     * Chat
     * Cloud Software
     * Customer Service Software
     * Digital Transformation
     * Digital CX
     * Knowledge Management
     * Knowledge Management System
 * Success
   * CUSTOMERS
     * Customer Success
   * AWARDS
     * Analyst Recognition
     * Awards
 * Support
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
     * eGain Managed Services
 * Partners
   * PARTNER COMMUNITY
     * eGain Econet Portal
     * eGain Community
     * Partner Locator
     * Partner Deal Registration Form
     * eGain Marketplace
   * SOLUTIONS
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain for Google’s Business Messages
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
   * EDITIONS
     * eGain Knowledge Hub for Adobe
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
 * Company
   * MANAGEMENT
     * Board of Directors
     * Executive Team
   * INVESTOR RELATIONS
     * Investors
     * Annual Reports
   * CAREERS & CONTACT
     * Careers
     * Locations
     * Contact Us
   * RECOGNITION
     * Analyst Recognition
     * Awards
   * NEWS AND EVENTS
     * Events
     * Press Releases
     * Press Clippings
     * Webinars
 * Contact us
 * Blog
 * 


   
   
 * Home/
 * Premier IT analyst firms continue to recognize eGain for AI and
   knowledge-powered digital engagement

HOME


PREMIER IT ANALYST FIRMS CONTINUE TO RECOGNIZE EGAIN FOR AI AND
KNOWLEDGE-POWERED DIGITAL ENGAGEMENT


EARLY IN 2020, FORRESTER GAVE US THE TOP RATING FOR “CURRENT OFFERING” (THAT IS,
PRODUCT) IN ITS 2020 NEW WAVE ON DIGITAL-FIRST CUSTOMER SERVICE.




THE TREND CONTINUES!

 * More recently, in their 2020 Now Tech report on knowledge management
   solutions for customer service, they rated us as a “specialist” in knowledge
   management, which, they say, have “best-in-breed AI-fueled capabilities.”
 * This is on the heels of another premier analyst giving us the top rating on
   the total score for digital engagement, knowledge management, and automated
   engagement.
 * Over the years, we have been recognized repeatedly for our capabilities in
   digital customer service by big and boutique analysts alike, including many
   years of being a leader in the Gartner Magic Quadrant for web customer
   service.

The feathers in our cap are so numerous that even they are starting to feel
heavy, but we don’t mind!

Are we surprised? No. After all, we are a pioneer in digital engagement, AI, and
knowledge, delivering award-winning solutions in this space for a couple of
decades now. Over time, we have loaded our products with rich capabilities that
deliver quick value out of the box. No expensive and time-consuming programming
and customization projects needed!

Here are some recent examples of transformational business value that we have
delivered.


TELCO GIANT

 * 50% improvement in agent speed-to-competency
 * 37% improvement in First-Contact Resolution
 * 30-point improvement in Net Promoter Score
 * Across 10,000 agents and associates in ~600 retail stores!


FAST-GROWTH SAAS PROVIDER

 * 67% improvement in time to answer
 * 62% improvement in consistency of answers
 * 35% improvement in finding the right answer


GLOBAL BANK

 * 67% reduction of average handle time
 * 60% reduction in agent training time


FINANCIAL SERVICES GIANT

 * Up to 81% deflection of incoming calls with chatbots deployed in multiple
   organizations


ICONIC RETAILER

 * 45% deflection of incoming calls with chatbot

Plus, we have built up domain expertise for delivering successful business
deployments, having solved thousands of complex corner cases for the most
demanding enterprise clients. We also offer zero-risk, zero-charge piloting
models like no one else. Here is one example. There are other reasons, too, but
we won’t list all of them here!


WANT TO GET GOING ON DIGITAL-FIRST CUSTOMER ENGAGEMENT AUTOMATION?

CONTACT US

 




FOR DIGITAL-FIRST CUSTOMER ENGAGEMENT AUTOMATION

CONTACT US


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