Tuesday, 04 August 2020

eGain Adds Google’s Business Messages support to its Messaging Hub

posted by eGain
Thursday 16 July 20

eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced its support for Google’s Business Messages for conversational customer service and engagement, as part of the eGain Messaging Hub™. Contact centers will now be able to handle the complete lifecycle of handling Google&rsquo…

eGain (NASDAQ: EGAN), the leading provider of customer engagement solutions, today announced its support for Google’s Business Messages for conversational customer service and engagement, as part of the eGain Messaging Hub™. Contact centers will now be able to handle the complete lifecycle of handling Google’s Business Messages with eGain, while integrating the interactions with other touchpoints for a complete view of the customer.

Solution highlights

Connect
o Customer messaging on Android-powered mobile devices to interact with businesses through Business Messages, from entry points such as Search and Maps
o AI-powered routing based on real-time conversational analytics, customer preference and business context, enhanced with machine learning.

Solve
o Guided conversations with built-in virtual assistant, AI, and knowledge for accurate and consistent handling of customer queries.
o Rich customer experiences with payment support, deep links, structured response, map, and search. Solution automatically adapts to channel-specific features.
o Process guidance knowhow maintained without IT involvement.

Optimize
o Granular, connected analytics to optimize conversational effectiveness and operational efficiency.

Unlike point products and API tool kits, the eGain Messaging Hub offers a complete set of capabilities for messaging-based conversational automation. Built on a Bring Your Own Bot (BYOB)™ architecture, the hub makes it easy to add new messaging touchpoints easily, while leveraging eGain’s unified omnichannel platform for AI, knowledge, and analytics.

“Messaging for customer engagement has gone from nice-to-have to have-to-have,” said Ashu Roy, eGain CEO. “Our hub approach makes it easy to plug in new message-based touchpoints, allowing us to quickly add support for Google’s Business Messages.”


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