eGain Adds Intelligent Voice Self-Service Solution to Its Multichannel Customer Interaction Hub Suite


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eGain IVR drives better phone self-service with patented Case-Based Reasoning (CBR) technology and unified multichannel content
Mountain View, CA (June 23, 2009) – eGain Communications Corporation (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-site and on-demand, today announced the availability of eGain® IVR™. A first-of-its-kind voice self-service solution, eGain IVR enables superior phone self-service experiences by adding human-like intelligence to IVR and unifying it with other interaction channels, including web self-service. The solution is an integral part of eGain’s suite for multichannel customer service, eGain Service™, and reduces the total cost of ownership (TCO) of multichannel self-service and customer service operational costs, while enabling end-customers to accomplish more through IVR.
eGain IVR comes in two flavors:
? eGain IVR (Standard) helps handle informational and transactional customer service queries, using the capabilities of the eGain CIH platform, such as the common multichannel knowledge base, interaction records, customer database, and integration with backend systems.
? eGain IVR (Advanced), in addition to the standard solution, includes the Guided Help module, which uses the patented CBR technology of eGain Inference® Reasoning Engine. By enabling interactive dialogs that simulate customer conversations with the best human agents, the module allows businesses to offer self-service for complex interactions that would usually need the intervention of experts. Examples of these interactions include troubleshooting, offering expert advice, and cross-selling and upselling within the context of service.
Reinventing voice self-service
IVR systems are notorious for frustrating users with inadequate content and the “IVR black hole” syndrome, where the user is trapped in a self-service maze. “Without meaning to, some companies have essentially taught consumers to avoid self-service channels because it is nearly impossible to accomplish their goals by using them,” writes Dr. Natalie L. Petouhoff, Ph.D., Senior Analyst at Forrester, in an August 2008 report titled “Why Talking To Your Customers Is Ruining Your Business” from “The Gap in the Customer Service Experience” series.
But the phone continues to be the channel of choice for many customers because of ubiquitous access. eGain IVR represents a significant advance in voice self-service and its integration with other communication channels. By applying web self-service best practices such as seamless escalation, unified cross-channel content, and CBR-guided interactions to IVR, it redefines phone self-service and increases customer adoption of the channel.
IVR that is as smart as your best agents
eGain IVR uses CBR technology to capture agent expertise in the knowledge base (KB) and prompt customers with appropriate questions in a way that the best agents would, until an answer or the “next best step” is found. Interactions are flexible and efficient, avoiding the rigid and long paths that are so common in traditional IVR scripts. If a business has already implemented an eGain SelfService solution for the web, it can simply extend the interactive process and knowledge base content to the IVR for rapid time to benefit and reduced TCO.
Unified and consistent multichannel experiences
As part of eGain Service, the top-rated customer service software, eGain IVR enables consistency in the tone, course, and content of conversations across self-service and agent-assisted service through the phone and electronic channels. With eGain IVR, businesses are able to:
? Allow IVR users to access the same information and complete the same transactions that they would be able to accomplish through other channels.
? Offer context-aware escalation to multiple channels, including live agent channels such as phone and chat, and asynchronous agent channels such as email.
? Easily tune and change content and processes across the IVR and other channels with the Author Once™ knowledge base capability.
? Manage performance with powerful multichannel reports across IVR and other channels.
Rapid time to benefit and low cost of ownership
All eGain Service applications use the same workflows, knowledge base, customer interaction records, and reports. Unified interaction logic and content reduce the setup cost and time associated with IVR and other channels, speeding up time-to-benefit. It also means less complex programming and reprogramming the IVR systems as business processes change. Single-sourcing of content and best-practice interactions lead to low TCO as well.
“The benefits of fixing voice self-service are very high as the phone continues to be an important interaction channel for customers,” said Ashu Roy, Chairman and CEO of eGain. “When IVR customer service is part of a unified customer interaction hub, businesses are able to offer exceptional IVR and cross-channel customer experiences in a cost-effective manner.”
Flexible deployment options
eGain IVR can be deployed as an on-site, on-demand, or managed solution. If needed, it can be integrated with existing IVR systems that support Voice XML.
For more information about eGain’s IVR solutions, visit
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, enable self-service adoption, optimize service process end to end, increase sales, and enhance contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in North America, EMEA, and APAC. To find out more about eGain, visit or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

Note: eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications 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.
Connie Pheng
? Phone: 650-230-7449
? Email: [email protected]

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