Sunnyvale, CA (July 16, 2020): eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced its support for Google’s Business Messages for
conversational customer service and engagement, as part of the eGain Messaging Hub™. Contact centers will now be able to handle the complete lifecycle of handling Google’s Business Messages
with eGain, while integrating the interactions with other touchpoints for a complete view of the customer.
Solution highlights
- Connect
- Customer messaging on Android-powered mobile devices to interact with businesses through Business Messages, from entry points such as Search and Maps
- AI-powered routing based on real-time conversational analytics, customer preference and business context, enhanced with machine learning.
- Solve
- Guided conversations with built-in virtual assistant, AI, and knowledge for accurate and consistent handling of customer queries.
- Rich customer experiences with payment support, deep links, structured response, map, and search. Solution automatically adapts to channel-specific features.
- Process guidance knowhow maintained without IT involvement.
- Optimize
- Granular, connected analytics to optimize conversational effectiveness and operational efficiency.
Unlike point products and API tool kits, the eGain Messaging Hub offers a complete set of capabilities for messaging-based conversational automation. Built on a Bring Your Own Bot (BYOB)™ architecture, the hub makes it easy to add new messaging touchpoints easily, while leveraging eGain’s unified omnichannel platform for AI, knowledge, and analytics.
“Messaging for customer engagement has gone from nice-to-have to have-to-have,” said Ashu Roy, eGain CEO. “Our hub approach makes it easy to plug in new message-based touchpoints, allowing us to quickly add support for Google’s Business Messages.”
eGain for Google’s Business Messages: https://www.eGain.com/eGain-for-Google-business-messages
eGain Messaging Hub: https://www.egain.com/messaging-hub/
eGain Virtual Assistant: https://www.egain.com/products/virtual-assistant-software/
eGain Suite: https://hd.egain.com/overviews/egain-suite.pdf
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/
