eGain, the leading provider of cloud and on-site customer interaction hub software, announced today that eGain® SocialTM has been named to KMWorld Magazine’s list of Trend-Setting Products for 2010. Products selected for the list are chosen for their innovation and technological breakthrough in providing customers with the kind of tools and capabilities needed in today’s economy. Offerings are chosen by a distinguished panel of editorial experts, analysts, systems integrators, vendors, managers, and users.
eGain CEO and co-founder, Ashu Roy, commented on the honor. “Customers increasingly live on social networks more than anywhere else on the web. eGain’s comprehensive social experience management solutions ensure that customer conversations are seamlessly handled across traditional and social media.”
eGain Social Experience Suite is a complete, one-of-a-kind solution for social customer service, knowledge harvesting, reputation management, and community management. Unlike alternatives, it is comprehensive and seamlessly blended with other interaction channels for superior customer and agent experience. Specifically, it lets businesses listen to conversations on social networks, such as Facebook and Twitter, for customer queries, allowing efficient analysis and routing so that an effective response can be posted. It even allows the movement of potentially explosive social conversation to a more private channel for discreet resolution.
The social-blended agent desktop seamlessly blends queries from Facebook, Twitter, forums, and blogs, with queries from traditional customer service channels like phone, email, SMS, chat, and cobrowse. This enables agents to get a 360Plus™ view of the customer, context, and knowledge, for efficient handling of queries. The solution also includes capabilities for full-cycle knowledge harvesting, single-sourced knowledge publishing across social and traditional channels, and reputation management.
eGain is a leading provider of customer service and contact center software for in-house or on-demand SaaS (Software as a Service) deployment. For more than a decade, the world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs.
For more information on eGain Social, visit www.egain.com/products/social.asp
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