Sold by: eGain Corporation
eGain Mail, the leading web-based email management software for customer service, helps companies manage large volumes of customer emails and webforms responsively and effectively. When you respond to inbound inquiries promptly and professionally every time, the exceptional customer service differentiates your company from competitors immediately.
Overview
eGain Mail allows organizations to Manage and respond to customer emails (free form and web form) with automated routing, flexible workflow, and agent productivity tools. An integral part of the #1 knowledge-powered automation platform for customer engagement, eGain Mail offers:
- Predefined workflows to manage incoming email and web form inquiries.
- Service level agreement (SLA) triggers to automate email routing and monitoring.
- Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
- Tracking of all customer queries.
- Complete customer information and interaction history, across channels, to email customer service agents, enabling informed interactions.
- Access to the centralized knowledge base that enables call center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base and capture invaluable expertise on the fly.
- Varied collaboration options with experts within and outside the system.
- eGain Secure Message™: A secure email messaging system, that authenticates the customer before allowing the viewing of confidential information.
- Comprehensive analytics and real-time alarms for operational performance management.
FEATURES
Email agent
- Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions.
- Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgments improve productivity.
- Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators.
Administrator
- 100% web-based email management software enables remote and easy administration.
- Fine-grained control over user access, role, and permissions
- Immediate, scheduled, and out-of-the-box reports.
Multichannel and channel-specific analytics
- Widest range of deployment options - in-house implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software.
Highlights
- Predefined workflows to manage incoming email and webform inquiries
- Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents
- Access to the centralized knowledge base that enables call center agents to accurately resolve complex inquiries and processes
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
egainmail | egainmail (5 named agents) | $2,940.00 |
Dimensions summary
This listing offers a single pricing option billed under a contract. You buy in blocks of 5 named agents. Each block covers 5 specific agents who can use the email management software. To support more agents, you add more blocks of 5. Pricing scales with the number of agent blocks you purchase. There are no separate tiers, instance sizes, or usage-based add-ons to choose from. The named-agent model ties cost directly to the number of people assigned to handle email.
Top-of-mind questions for buyers
A named agent is a specific person assigned to use the email management software. Each named agent is tied to an individual, not shared across staff. You license agents in blocks of 5. Five specific people can log in and handle customer emails under each block you buy.
Agents are licensed in blocks of 5. To support more people, you buy additional blocks of 5 named agents. Cost rises with each block you add. There are no partial blocks, so adding even one agent beyond a block means purchasing another set of 5.
Named agents get tools to route and resolve customer inquiries via email and webforms. This includes graphical workflows, SLA triggers, AI-assisted response drafting with agent review, and an agent desktop showing customer history and contextual knowledge. Analytics track agent productivity and service performance.
www.egain.com
Helpful?
Vendor refund policy
None
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
24x7 support through web portal, email, and phone with access to tech support engineers.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
eGain Mail, the leading web-based email management software for customer service, helps companies manage large volumes of customer emails and webforms responsively and effectively. When you respond to inbound inquiries promptly and professionally every time, the exceptional customer service differentiates your company from competitors immediately.
Rated #1 for knowledge management, digital engagement, and composability by Gartner, eGain for Amazon Connect is a digital-first, omnichannel, customer engagement solution, powered by AI, knowledge, and analytics.
Rated #1 by analysts and clients, eGain Knowledge Hub™ for Amazon Connect in AWS Gov Cloud is a FedRAMP-authorized solution that proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance.
eGain Analytics for Amazon Connect™ is a rich and scalable solution for omnichannel analytics and customer journey insights for Amazon Connect™. It offers connected analytics to measure, manage, and orchestrate digital engagement.
eGain Analytics for Amazon Connect™ is a rich and scalable solution for omnichannel analytics and customer journey insights for Amazon Connect™. It offers connected analytics to measure, manage, and orchestrate digital engagement.
Customer reviews
No customer reviews yet
Be the first to review this product . We've partnered with PeerSpot to gather customer feedback. You can share your experience by writing or recording a review, or scheduling a call with a PeerSpot analyst.