Today’s customers are digital-first and omnichannel, and they want easy, connected, and smart experiences across self-service and the contact center. Avaya and eGain are delivering a world-class solution to address this market opportunity.

eGain has been an Avaya DevConnect partner for over a decade, and its solutions are available for purchase through the DevConnect Select Product Program. eGain is also an early member of Avaya’s A.I. Connect initiative, and has won the DevConnect Innovation Award for its self-service Snap-In for Avaya.

The three pillars of experience
Agent Experience (AX): Good agent experience (AX) is vital to good customer experience (CX). But, according to CEB (now part of Gartner), 84% of agents say that their desktop tools do not really help them resolve issues when the customer is on the line.

Business Experience (BX): Good business experience in consuming and creating value from a digital-first omnichannel engagement solution is also critical for success in digital experience transformation. However, 84% of executive respondents said their digital transformation initiatives have not improved business performance in a McKinsey survey.

Customer Experience (CX): This aspect of experience has been discussed extensively in annual reports of companies and by the media. According to CEB’s research, 94% of customers with low-effort interactions intend to repurchase compared to 4% of those experiencing high effort. However, CX has been stagnant over the last three years, as per the latest annual Forrester CX Index survey.

Together, AX, BX, and CX enable DX or digital experience transformation: AX + BX+ CX = DX™!

eGain Solve for Avaya™
The eGain-Avaya joint solution—eGain Solve for Avaya—can help simultaneously improve all the three pillars of experiences—AX, BX, and CX—to transform DX. The solution consists of the following elements:

• eGain Knowledge+AI for Avaya Oceana Workspaces™: Enables contact center agents on Avaya Oceana Workspaces to access contextual knowledge and AI guidance for answers and process execution at the click of a Solve button.

• eGain SelfService+AI Snap-In for Avaya Breeze™: Helps deflect smartphone callers on IVR hold to online self-service by sending SMS links to contextual knowledge and AI guidance to answers. The caller has the added benefit of not losing his/her place in the IVR queue while using self-service.

Solution Benefits
Agents (AX): Get a 360-degree omnichannel customer view from Avaya Oceana desktop. Find answers to customer questions by simply clicking on a “Solve” button in Oceana. Knowledge and AI capabilities in eGain Solve guide agents to answers or through next steps that are compliant with regulations or organizational best practices in the service process.

End-customers (CX): Get smart self-service and escalate to agent-assisted service with full context for a connected experience, as well as fast, accurate answers from agents.

Business (BX): Get quick value from the solution through eGain Quick Value Services™ across the entire value creation lifecycle—consult, try, buy, deploy, operate, and optimize.

How to get going
eGain is ready to support your end customer and prospect engagements today. Speak to us today here to get more information or contact directly amyatt@egain.com.