Overview
Product Overview Based on the AWS public-cloud infrastructure, eGain for Amazon Connect powers connected, easy customer experience across all omni-channel touch points. Its digital-first, omnichannel advisor desktop is powered by generative and conversational AI, knowledge, and analytics. The solution delivers transformational business value*, including:
- Agent time to competency improvement up to 75 percent
- NPS (Net Promoter Score) improvement up to 20 points
- FCR (First-Contact Resolution) improvement up to 25 percent
- Self-service deflection up to 60 percent
Highlights of eGain for Amazon Connect are:
Digital-first, omnichannel desktop
- Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone
- Virtual Assistant for agents
AI everywhere
- AI self-service using Amazon Lex, AI contact routing, and AI process guidance
- Virtual assistant delivers Amazon Alexa-based self-service
- Generative AI to help automate knowledge management tasks and deliver instant answers
Hyper-personalized knowledge
- Single-sourced content management with multi-step approval workflow
- Personalized and auditable publishing of policies and procedures
Connected Analytics
- Rich reports and configurable dashboards
- Journey analytics
- IVR Analytics
Collaboration built-in
- Click-to-ask collaboration for advisors
- Click-to-suggest knowledge sourcing
*Based on data from clients.
For custom pricing, submit your questions at https://www.egain.com/contact-us/ or contact sales@egain.com
Highlights
- Digital-first omni-channel desktop
- Personalized knowledge+AI everywhere
- Connected analytics
Details
Features and programs
Financing for AWS Marketplace purchases
Pricing
Dimension | Description | Cost/12 months |
|---|---|---|
Advisor Desktop | Bundled Omnichannel Agent desktop with Knowledge (5 named users) | $6,831.00 |
CallTrack | Amazon Call Logging, Case Management and Customer 360 (5 named users) | $3,381.00 |
Knowledge+AI | Knowledge Base with AI-powered Process Guidance (5 named users) | $3,381.00 |
Mail+Social | Email and Social engagement with AI and Knowledge (5 named users) | $3,381.00 |
SuperChat | Comprehensive Chat, Video and Direct Messaging (5 named users) | $3,381.00 |
Cobrowse | Secure, web content sharing with read/write controls (5 named users) | $3,381.00 |
SelfService | Deflection focused Knowledge Base &Process Guidance (1K session/month) | $2,746.00 |
Vendor refund policy
None
Legal
Vendor terms and conditions
Content disclaimer
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
24x7 support through web portal, email, and phone with access to tech support engineers.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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