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eGain for Amazon Connect

By:  Genesys

eGain for Amazon Connect is a digital-first, omnichannel, AI powered, customer engagement, knowledge, and analytics solution. The integration of eGain with Amazon Connect enables businesses to deliver a comprehensive omnichannel experience to its customers

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Product Overview

Based on the AWS public-cloud infrastructure, eGain for Amazon Connect powers connected, easy customer experience across all omni-channel touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics. The solution delivers transformational business value*, including:

– Agent time to competency improvement up to 75 percent
– NPS (Net Promoter Score) improvement up to 20 points
– FCR (First-Contact Resolution) improvement up to 25 percent
– Self-service deflection up to 60 percent

Highlights of eGain for Amazon Connect are:

Digital-first, omnichannel desktop
– Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, and phone
– Virtual Assistant for agents

AI everywhere
– AI self-service using Amazon Lex, AI contact routing, and AI process guidance
– Virtual assistant delivers Amazon Alexa-based self-service

Hyper-personalized knowledge
– Single-sourced content management with multi-step approval workflow
– Personalized and auditable publishing of policies and procedures

Connected Analytics
– Rich reports and configurable dashboards
– Journey analytics
– IVR Analytics

Collaboration built-in
– Click-to-ask collaboration for advisors
– Click-to-suggest knowledge sourcing

*Based on data from clients.

For custom pricing, submit your questions at https://www.egain.com/contact-us/ or contact sales@muttii.com

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Product VideoSee product video
Fulfillment MethodSoftware as a Service (SaaS)

Highlights

  • Digital-first omni-channel desktop
  • Personalized knowledge+AI everywhere
  • Connected analytics

Pricing Information

Below are the total costs for these different subscription durations.
Additional taxes or fees may apply.

eGain for Amazon Connect

Advisor Desktop

$6,831.00$20,493.00

Bundled Omnichannel Agent desktop with Knowledge (5 named users)

12 Months
$6,831.00
24 Months
$13,662.00
36 Months
$20,493.00
Contact sales

CallTrack

$3,381.00$10,143.00

Amazon Call Logging, Customer 360 (5 named users)

12 Months
$3,381.00
24 Months
$6,762.00
36 Months
$10,143.00
Contact sales

Knowledge+AI

$6,831.00$20,493.00

Knowledge Base with AI-powered Process Guidance (5 named users)

12 Months
$6,831.00
24 Months
$13,662.00
36 Months
$20,493.00
Contact sales

Mail+Social

$6,831.00$20,493.00

Email and Social engagement with AI and Knowledge (5 named users)

12 Months
$6,831.00
24 Months
$13,662.00
36 Months
$20,493.00
Contact sales

SuperChat

$6,831.00$20,493.00

Comprehensive Chat, Video and Direct Messaging (5 named users)

12 Months
$6,831.00
24 Months
$13,662.00
36 Months
$20,493.00
Contact sales

Cobrowse

$6,831.00$20,493.00

Secure, web content sharing with read/write controls (5 named users)

12 Months
$6,831.00
24 Months
$13,662.00
36 Months
$20,493.00
Contact sales

SelfService

$2,746.00$8,238.00

Deflection focused Knowledge Base &Process Guidance (1K session/month)

12 Months
$2,746.00
24 Months
$5,492.00
36 Months
$8,238.00
Contact sales

Usage Information

Fulfillment Options

Software as a Service (SaaS)

AWS Marketplace CloudRanger Backup Recovery Deprecated

Software as a service is a delivery model for software applications whereby the vendor hosts and operates the application over the Internet. Customers pay for using the software without owning the underlying infrastructure. With SaaS Contracts, customers will pay for usage through their AWS bill.

End User License Agreement

By subscribing to this product you agree to terms and conditions outlined in the product End User License Agreement (EULA)