I came across an interesting IVRS ( Interactive Voice Response System ) application on net while browsing Google search results. eGain, the leading provider of multichannel customer service and knowledge management software, headquartered in California, USA, has recently added “Intelligent Voice Self-Service Solution to Its Multichannel Customer Interaction Hub Suite”!
That must be a smart IVRS application! As per their press release, their solution enhances user experience in the IVR “integrating it with other communication channels“. By applying web self-service best practices such as seamless escalation, unified cross-channel content, and CBR-guided interactions to IVR, it redefines phone self-service and increases customer adoption of the channel, as they claim.
eGain has patented CBR System ( Case Based Reasoning) which captures agents expertise of a contact center and with help of this, the IVR Software can prompt customers with intelligent questions based on caller replies and finally provide the correct information to the caller.
With eGain IVR, businesses are able to:
a. Allow IVR users to access the same information and complete the same transactions that they would be able to accomplish through other channels.
b. Offer context-aware escalation to multiple channels, including live agent channels such as phone and chat, and asynchronous agent channels such as email.
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of 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 (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, enable self-service adoption, optimize service process end to end, increase sales, and enhance contact center performance.
Complete details of the press release, click here.