Skip to main content

US Financial Services Giant Leverages eGain Virtual Assistant to Automate Customer Engagement across Service and Sales

Written by Customer Service on . Posted in Public Companies.

SUNNYVALE, Calif., July 20, 2020 (GLOBE NEWSWIRE) — eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced that a financial services client is leveraging its top-rated digital engagement solution to deliver next-gen customer (CX) and agent experiences (AX).
Unable to stitch together a set of point products to provide omnichannel digital customer service, the client selected eGain, based on its connected and rich solution capabilities, domain expertise, and a successful POC. Within ten weeks, the client activated eGain Virtual Assistant™, eGain SuperChat™, and eGain Cobrowse™ to enable a connected, smart self-service journey for customers with escalations intelligently routed to thousands of advisors across country, using the eGain Advisor Desktop™.Powered by smart knowledge, the virtual assistant answers customer questions on the free section of the client website and app, while spotting opportunities to upsell the company’s premium offerings. Armed with eGain’s digital-first omnichannel desktop and knowledge at their fingertips, advisors then interact and collaborate with customers, answering questions, helping them navigate their website, and filling out forms in real-time.The virtual assistant successfully resolved over 50% of the incoming service queries. The client then deployed the capability for its IT helpdesk, where it resolved 81% of the inquiries. Since then the client has continued to rollout additional domain-specific virtual assistants for its employee training center and other customer offerings such as downloadable products. Together, these virtual assistants processed over 2 million interactions in the last twelve months.“Intelligent, connected automation using AI and messaging is transforming customer engagement,” said Ashu Roy, eGain CEO. “Starting with customer service and sales, this client has transformed employee engagement across their enterprise – thanks to our robust, scalable, and easy solution.”More information
eGain Virtual Assistant: https://www.egain.com/products/virtual-assistant-software/
eGain Chat: https://www.egain.com/products/chat-software/
eGain Cobrowse: https://www.egain.com/products/cobrowse/
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/

Disclaimer & Cookie Notice

Welcome to GOLDEA services for Professionals

Before you continue, please confirm the following:

Professional advisers only

I am a professional adviser and would like to visit the GOLDEA CAPITAL for Professionals website.

Important Notice for Investors:

The services and products offered by Goldalea Capital Ltd. are intended exclusively for professional market participants as defined by applicable laws and regulations. This typically includes institutional investors, qualified investors, and high-net-worth individuals who have sufficient knowledge, experience, resources, and independence to assess the risks of trading on their own.

No Investment Advice:

The information, analyses, and market data provided are for general information purposes only and do not constitute individual investment advice. They should not be construed as a basis for investment decisions and do not take into account the specific investment objectives, financial situation, or individual needs of any recipient.

High Risks:

Trading in financial instruments is associated with significant risks and may result in the complete loss of the invested capital. Goldalea Capital Ltd. accepts no liability for losses incurred as a result of the use of the information provided or the execution of transactions.

Sole Responsibility:

The decision to invest or not to invest is solely the responsibility of the investor. Investors should obtain comprehensive information about the risks involved before making any investment decision and, if necessary, seek independent advice.

No Guarantees:

Goldalea Capital Ltd. makes no warranties or representations as to the accuracy, completeness, or timeliness of the information provided. Markets are subject to constant change, and past performance is not a reliable indicator of future results.

Regional Restrictions:

The services offered by Goldalea Capital Ltd. may not be available to all persons or in all countries. It is the responsibility of the investor to ensure that they are authorized to use the services offered.

Please note: This disclaimer is for general information purposes only and does not replace individual legal or tax advice.