Sunnyvale, CA and Newbury, UK (May 14, 2018): eGain (NASDAQ: EGAN), a leading provider of cloud-based customer engagement solutions, today announced the immediate availability of eGain® Solve™ for Amazon Connect.
Based on Amazon Web Services (AWS) cloud infrastructure, eGain Solve for Amazon Connect powers connected, easy customer experience across all touchpoints. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics – including virtual assistance through Amazon Alexa. 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
Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The platform makes it easy for technology partners to integrate with its voice infrastructure, and businesses to deploy add-on solutions in a matter of minutes. Furthermore, the integration features the comprehensive use of eGain’s AI technology—from driving the IVR self-service dialog through call routing and guided help upon escalation to human-assisted service.