EGain Looks to Make Its Mark in the IVR Business

EGain Communications, a multi-channel customer service and knowledge management software provider, today launched eGain IVR, a self-service interactive voice response (IVR) solution.

The software solution is available in two separate iterations:

• Standard: which includes the eGain CIH (customer interaction hub) platform that handles informational and transactional customer service queries through its common multi-channel knowledge base, interaction records, customer database, and integration with backend systems; and
• Advanced: which adds a “help module” that enables interactive dialogs that simulate customer conversations with a human agent—including scenarios for troubleshooting, offering expert advice, cross-selling, and up-selling within a service context.

The IVR offering is seen by the company as an addition to a host of existing interaction management capabilities for channels like email, Web self-service, and Web collaboration. These build on top of the company’s common platform, which includes a common set of business objects, workflows, and knowledge-based articles and analytics.

“Now we are adding the IVR, which sort of completes the picture,” says Ashu Roy, chief executive officer of eGain.

“The phone is the most important customer care channel—even now. That was an area where we felt our voice self-service product was lacking,” he adds.

The suite of services is being offered in on-site or on-demand options. It is also being offered as an integrated unified communications solution through eGain’s partner, Cisco Systems—which is reselling the product under its own banner. While eGain integrates with products from other providers like Avaya and Genesys, Roy describes the Cisco integration as “far, far deeper.”

“As a company that’s relatively small compared to the ‘big boys’ in the contact center space, we wanted to work closely with one of the leaders,” Roy explains.

By partnering more closely with Cisco and offering a hearty integrated suite, eGain is able to leverage the name recognition of Cisco—even if it is a newer player to the IVR space when compared to other firms.

“We have a unique advantage in distribution because of the Cisco market presence,” says Roy.