Benefits and Insights

Why use eGain Mail?

Key differentiators & advantages of eGain Mail

  • 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
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