eGain has integrated its cloud-based customer engagement solutions with Salesforce.com with the release of eGain Solve for Salesforce.com.
"Businesses are increasingly layering customer engagement systems on top of systems of record, such as CRM, for differentiation and innovation," said Ashu Roy, eGain's CEO, in a statement. "eGain Solve for Salesforce.com complements Salesforce CRM with award-winning knowledge management, AI, and digital capabilities for customer service."
eGain Solve for Salesforce.com gives contact center agents on Salesforce CRM access to eGain Knowledge+AI, eGain's solution for knowledge management and AI reasoning. While handling customer support cases in Salesforce, agents click a Solve button to get contextual knowledge and AI reasoning pertinent to the customer problems at hand in the form of conversational search for answers. For more complex queries, they are guided through an interactive process to resolve problems or give advice. Once the agent is done with the phone call, eGain Solve records the entire interaction in Salesforce CRM.
In addition, customer interactions conducted in eGain Chat are recorded in Salesforce CRM as well, and case history from Salesforce CRM is embedded in the eGain Advisor Desktop, eGain's digital omnichannel agent workspace.
While these capabilities are available out of the box, other Salesforce objects can be embedded in the Advisor Desktop by using eGain's API library.