| |
|
|
|
|
|
|
|
What is a customer interaction hub
(CIH)?
|
"The
CIH brings together channel management,
knowledge bases, business rules and
analytical engines in one place. It
doesn't matter where the inquiry comes
from—whether it is the Web, phone,
IVR, or email—and it drastically
reduces the cost of managing channels."
- Gartner, Inc.
|
|
|
|
 |
|
| Home
> Powering customer interaction hubs |
Untitled Document
|
|
|
|
|
|
|
|
Powering customer interaction hubs
|
|
|
eGain
Service™ 8.0, an innovative
and complete suite of customer service and
contact center software, helps organizations
transform their traditional call centers into
multichannel customer interaction hubs. These
hubs enable dramatically improved customer
experience, unified multichannel customer
service, end-to-end service process efficiencies,
and enhanced contact center performance.
| Trusted by
some of the world's most innovative
companies, eGain Service can enable
all kinds of customer interaction initiatives.
Our customers use it to: |
 |
Provide agents
with knowledge-based productivity tools |
|
Web-enable
call centers by adding web-based interaction
channels |
|
Improve or
add to existing eService capabilities |
|
Link contact
centers with back-office fulfillment
systems |
|
Set up a next-generation
customer interaction hub from scratch |
| We recommend
a phased approach for setting up customer
interaction hubs: |
| 1. |
Plan your
hub. |
| 2. |
Start building
at the core—break down silos, set
up common infrastructure, and make sure
it integrates with your existing call
center, business, and content systems.
|
| 3. |
Then set up
interaction channels one at a time or
all together. |
|
|
|
|
|
|
|
|
