We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you are a Gartner client, you can access it on www.Gartner.com.
eGain is no stranger to the magic quadrant. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years. The customer engagement center MQ, on the other hand, covers a broader space, including a heavy emphasis on phone-centric capabilities in the agent desktop. We are now backing into the voice side as well from our digital roots with a reimagined all-in-one agent desktop in version 17, called the eGain Advisor™. Highlights of this new-age desktop includes:
- Rich, digital engagement capabilities with enhanced call handling
- Contextual knowledge and AI for search and process guidance with click-to-solve™ access to it at the push of a button
- Full-spectrum analytics, including operational analytics for digital and voice, customer journey analytics, and knowledge analytics with out-of-the-box best-practice dashboards and slice-and-dice analytics
- And much, much, more
Given what eGain Solve 17 offers, we felt that we were ready to enter the bigger pond of CRM Customer Engagement with our unique, innovative proposition for enterprise B2C clients.