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Product: |
eGain SelfService™ |
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Company: |
eGain Communications Corp. |
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Type: |
Software |
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Description: |
eGain® SelfService™ is based on the notion of adaptive self-service and has two innovative features that differentiate it from other self-service systems.
1. The eGain solution can be configured to adapt to customer need by exposing appropriate access methods--from among a range that includes FAQ, search, browse, guided help and virtual agents.
2. Second, the system automatically identifies knowledge bottlenecks based on self-service usage and user feedback to generate alerts and review tasks for appropriate content owners. This self-monitoring feature ensures that the self-service implementation does not languish due to lack of attention from business owners. As customers use self-service and provide feedback (either explicitly or implicitly), their input is processed and interpreted to drive content improvement and access method refinement.
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Related Products: |
Contact Center Software | Portal Applications Software | Self-Service Applications Software | Web-Based Self-Service |
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