Sunnyvale, CA (November 10, 2020): eGain (NASDAQ: EGAN), the leading platform for customer engagement platform provider, today announced eGain Smart IVR™, an
all-in-one solution to modernize IVR-based customer engagement.
The IVR “headache” in the smartphone age
According to a recent Accenture survey, 84% of consumers hate the IVR experience. Not surprising because most IVR systems are full of frustrating interaction loops,
offer limited answers, and lack digital options. All this in a world where more than 80% of calls into IVR come from smartphones!
The eGain Smart IVR solution
eGain Smart IVR™ helps businesses instantly modernize their IVR estate with digital connectivity, AI solutions, and omnichannel analytics – all in one.
- Connect existing IVR estate to digital messaging and self-service options via the eGain Messaging Hub™ to support smartphone callers
- Solve customer queries consistently with AI-powered conversational guidance
- Optimize omnichannel customer journeys with insights across IVR, contact center, digital journeys, and unified communications
“In addition to being widely-deployed technology,” said Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, “IVR is also well understood, with clear benefits. eGain’s Smart IVR helps companies extend and build on those benefits, without the expense of completely replacing the existing self-service solution.”
“IVR is still a huge customer self-service channel for enterprises,” said Ashu Roy, eGain CEO. “eGain SmartIVR will help businesses optimize IVR customer experience and offer digital self-service from IVR.”
More information
eGain Smart IVR: https://www.egain.com/ivr-customer-experience/
eGain IVR Analytics: https://www.egain.com/ivr-analytics/
eGain Analytics: https://www.egain.com/products/analytics/
eGain Knowledge+AI: https://www.egain.com/products/knowledge-management-software/
eGain Innovation in 30 Days™: https://www.egain.com/innovation-in-30-days/
