www.egain.com Open in urlscan Pro
13.82.107.234  Public Scan

Form analysis
2 forms found in the DOM

GET https://www.egain.com/

<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">
    <i class="icon icon-magnifier"></i>
  </button>
</form>

Text Content

Skip to content
Open toolbar

Accessibility Tools

 * Increase Text
 * Decrease Text
 * Grayscale
 * High Contrast
 * Negative Contrast
 * Light Background
 * Links Underline
 * Readable Font
 * Reset

Print
   +1 800-821-4358 support@egain.com
 * +1 800-821-4358
 * support@egain.com
 * 
 * 
 * 
 * 

 * 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
     * Health Care Providers
     * 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
 * 


Menu Close
 * 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
     * Health Care Providers
     * 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/
 * State of IVR Customer Experience

HOME


STATE OF IVR CUSTOMER EXPERIENCE

Sample/target audience

 * Consumers, who had contacted a business or a government organization for
   customer service in the last 12 months

The conditions

 * Made the call with a smart phone
 * Had one or more interactions with an IVR
 * Data collected from 500 responses

--------------------------------------------------------------------------------


SURVEY FINDINGS


IVR SELF-SERVICE

The IVR is not intelligent enough

 * 88% of respondents said the IVR was not intelligent enough
 * 38% unintelligent or somewhat unintelligent
 * 50% found it only somewhat intelligent

Majority are ready to ditch self-service for an agent

 * 60% tried to zero out to a call center agent very often or often
 * 26% tried to zero out to a call center agent somewhat often


ESCALATION TO AN AGENT

IVR callers wait in the IVR queue, then they Press zero for Agent

 * 67% wrestled with the IVR to get an answer for 5 minutes or more
 * 41% wrestled with the IVR to get an answer for 15 minutes or more

Customers won’t wait endlessly in the queue even for an agent

 * 70% waited for 5 minutes or longer upon zeroing out to get a human agent on
   the line
 * 43% waited for more than 15 minutes upon zeroing out to get a human agent on
   the line

--------------------------------------------------------------------------------


IVR CUSTOMER EXPERIENCE: THE BIGGEST PAIN POINT

Having to repeat  information to an agent that you have already entered in the
IVR is universally disliked.



 

DOWNLOAD REPORT


Commitment to Accessibility
eGain is committed to serving all customers, including those with disabilities.
Our website is currently undergoing redesign to comply with the Web Content
Accessibility Guidelines (WCAG) digital accessibility standards, and we invite
your feedback. If you have difficulty using any aspect of our site, please email
us. You can also call us at +1 408 636 4500 (USA) or +44 1635 800087 (EMEA) for
information about our products, placing orders, or for any of the other services
that customers can access online through our website.

SIGN UP FOR OUR EMAILS

Keep up on product enhancements, thought leadership, and best practices. Enter
your e-mail address and subscribe to updates from us.
SUBSCRIBE TODAY

ABOUT US

 * Careers
 * Investor relations
 * Privacy Policy
 * Cookie Policy
 * Terms of Use

CONNECT WITH US

 * Contact Us
 * Contact Support
 * Community Forums

FOLLOW US

 * 
 * 
 * 

Print
Copyright © 2023. eGain Corporation. All Rights Reserved.
English
German English
We use cookies to ensure you get the best experience on our website. Continued
use of this website indicates your acceptance of our cookie policy. AcceptCookie
Policy