Profile: eGain Corp (EGAN.OQ)
22 Nov 2017
eGain Corporation (eGain), incorporated on September 10,1997, provides cloud-based and on-site customer engagement software solutions. The Company optimizes service processes across the Web, social and phone channels. The Company's solutions help business to consumer (B2C) businesses to operationalize digital customer engagement strategies. The Company provides analytics capability to various contact centers for intra-day resource measurement and management, managing operational agility, and agent productivity. The Company is engaged in the development, license, implementation and support of customer service infrastructure software solutions. The Company offers eGain solution, which is designed for B2C businesses to do business with their customers. The Company has operations in the United States, the United Kingdom and India.
The Company's eGain software suite, which helps businesses to engage, acquire and serve customers through various engagement channels. The Company offers eGain OpenCEH, which is an engagement hub platform. The eGain suite includes Mobile applications, which engage customers through smartphones and tablets; Social applications, which extend the Company's customer engagement strategies to social channels; Web applications, which transform B2C Websites into interactive shopping destinations; Desktop applications, which allows call centers change into multichannel customer engagement hubs; Management applications and analytics, which provide the insight and features needed to drive contact center operations; Messaging applications, which provides various communication options; eGain OpenCEH, a multichannel customer engagement hub (CEH), platform that provides centralized business rules and workflows, knowledge, interactions, analytics, administration, and integrations to various applications, and eGain Connectors, which is used for integrating with customer relationship management (CRM), content, computer telephony integration (CTI) and e-commerce systems.
eGain Mobile extends the reach of an eGain deployment by enabling the business to offer various of its eGain-enabled engagement options to mobile users through existing or new phone and tablet applications on the Android and iPhone operating system (iOS) platforms. eGain capabilities include mobile virtual assistant, offers, chat, click-to-call, cobrowsing, self-service and notifications. eGain Social is an application for social customer service, knowledge harvesting and single-sourced social publishing, and reputation management. eGain Social enables businesses to monitor social networks, such as Facebook, Twitter, YouTube and blogs, for opportunities for engaging with customers.
eGain Community enables the creation and management of online communities or forums, community knowledge harvesting and single-sourced publishing. eGain offers businesses to engage visitors on the Company Website and Facebook fan pages with various offers. Using browsing behavior and other attributes, the solution anticipates visitor needs and serves a personalized offer. eGain leapfrogs existing chat point solutions by providing coupons, promotions, surveys, relevant content and contextual help in the form of frequently asked questions (FAQ), virtual assistant, chat, click to call and cobrowse options.
eGain Virtual Assistant enables businesses to offer text and speech chat interactions with various virtual assistants (chatbots). eGain virtual assistants can be deployed on Websites and mobile devices, and support seamless integration with assisted chat channels. eGain Cobrowse enables phone and chat representatives to show customers around the Website, to locate information, and hand-hold them during various types of tasks, such as completing forms or checking out shopping carts. eGain Chat enables Website visitors to conduct text and video chats with agents. eGain Chat gives representatives a set of tools for serving customers in real-time. eGain ClickToCall provides Website visitors the ability to request a callback while browsing.
eGain SelfService offers a set of self-service access options in the industry, including FAQs, topic-based browsing, natural language search, guided help, virtual assistant technology and case tracking. eGain SelfService offers a combination of multi-access self-service features built on a knowledge management framework within eGain OpenCEH Platform. The various modules of eGain SelfService application include eGain Portals, eGain Guided Help and eGain Widgets. eGain Portals enables organizations to provide brand-aligned self-service experiences. eGain Portals is powered by eGain Multisearch knowledge access technology. eGain Guided Help gives customers interactive access to the Company's knowledge base, allowing them to find answers and troubleshoot problems. eGain Widgets enables contextual access to knowledge and account information through mobile devices and Web pages.
eGain CaseManager is a case logging system. Together with eGain Knowledge, it provides an integrated application for logging, tracking and resolving customer issues. eGain Mail is an application for processing inbound customer e-mails and providing e-mail customer response. eGain Mail has various features, which include lifecycle audits and real-time archival, to provide its customers an e-mail management platform for their enterprises. eGain Knowledge Agent provides contact center agents with artificial intelligence-powered knowledge management. eGain Knowledge uses search and reasoning technology coupled with language and linguistic processing to search, suggest additional questions and recommend solutions. eGain Multisearch enables search-based access to various types of content and guided support.
eGain Analytics helps businesses to monitor, measure and manage their omnichannel engagement operations and infrastructure. eGain SecureMessaging enables messaging between a business and its customers. eGain SecureMessaging is a Web-based portal for customers to read messages, including attachments. eGain Notify is an application for managing and delivering automatic reminders, alerts and updates various stages of the customer. eGain Notify is used to provide customer service by sending alerts to customers through multiple engagement channels across the Web, e-mail, short message service (SMS), voice and fax.
The Company serves its customers and end users from various data centers across the world. The Company employs a range of security features, including data encryption, encoded session identifications and passwords. It also employs outside vendors for across the clock managed network security and monitoring. The Company monitors the performance of its application suite using a range of automated tools. The Company's network includes firewalls, switches and detection systems, and incorporates failover backup for maximum uptime.
The Company competes with Avaya, Inc., Genesys Telecommunications, Live Person, Inc., Moxie Software, Inc., Microsoft Corporation, Oracle Corporation, Salesforce.com, Inc and Verint KANA.
1252 Borregas Ave
SUNNYVALE CA 94089-1309
Company Web Links
- BRIEF-EGain reports 16% growth year over year in SaaS revenue
- BRIEF-Egain CFO Eric Smit reports grant of 112,000 options of co's common stock
- BRIEF-Westerly Capital Management reports 5.7 pct passive stake in eGain Corp
- BRIEF-Vector Capital Iv, L.P reports 4.9 percent passive stake in Egain Corp as of September 11, 2017 - SEC filing
- BRIEF-eGain Q4 revenue $14.6 million