eGain Mail™ helps companies manage large volumes of customer emails and webforms responsively and effectively. With eGain Mail, you differentiate your company from competitors by responding to inbound inquiries promptly and professionally every time.
Predefined workflows to manage incoming email and webform enquiries. Contains service level agreement (SLA) triggers to automate email routing and monitoring.
Intelligent parsing of the content of all queries. Ability to send auto-responses and recommend responses to agents.
Tracking of all customer queries.
Complete customer information and interaction history, across channels available to agents, enabling informed interactions.
Access to the centralized knowledge base that enables agents to accurately resolve complex inquiries and processes. Agents can also contribute to the knowledge base.
Varied collaboration options with experts within and outside the system.
Comprehensive analytics and real-time alarms for operational performance management