eGain, a provider of cloud-based customer engagement solutions, today released eGain Solve for Amazon Connect, Amazon's contact center suite.
Built on Amazon Web Services (AWS) cloud infrastructure, eGain Solve for Amazon Connect powers connected customer experiences across all touch points. Its digital-first, omnichannel advisor desktop is powered by artificial intelligence (AI), knowledge, and analytics, including virtual assistance through Amazon Alexa.
Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The Amazon platform allows technology partners to integrate with its Lex voice infrastructure and businesses to deploy add-on solutions in minutes. The integrated solution features comprehensive use of eGain's AI technology across omnichannel self-service (including IVR), contact routing, and process guidance for agents.
eGain Solve for Amazon Connect offers a digital-first, omnichannel desktop that supports interactions via messaging, SMS, in-app, social, web, email, co-browse, video, click-to-call, and phone. Other features include single-sourced content management with multi-step approval workflows; personalized and auditable publishing of policies and procedures; connected analytics with rich, out-of-the-box reports, configurable dashboards, and journey analytics for A/B testing; and collaboration with click-to-ask collaboration for advisors and click-to-suggest knowledge sourcing.
"We are excited to seamlessly connect our solution with Amazon Connect," said Ashu Roy, eGain's CEO, in a statement. "Interest in a public cloud-based omnichannel solution is high among early-adopter clients."
eGain Solve for Amazon Connect is listed in Amazon's AWS and Amazon Connect Integrations directories.