eGain Modernises IVR Engagement with AI, Digital, and Analytics

11th Nov 2020
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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/