eGain debuts in the Magic Quadrant for CRM Customer Engagement Center

PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced that Gartner has added the company to its May 2017 “Magic Quadrant for CRM Customer Engagement Center.”

The CEC Magic Quadrant “examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs) ranging from the very small (fewer than 20 agents), to the averagely sized (50 agents) and the very large, distributed centers (over 10,000 agents)…

The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated are interaction assistance tools and service analytics dashboards.

Ideally, the applications should have tools for both agents and customers, and the vendors should have a clear point of view on how to escalate customer support from self-service to human agents and back again while retaining the context of the interaction for reporting and future customer engagements. The agent tools must be designed to operate seamlessly common development and integration tools, OpenAPIs, common graphical user interface on a common graphical user interface.”

“eGain is no stranger to the Gartner MQ—we have been recognized as a leader in web customer service and eService suites several times over the years,” said Ashu Roy, eGain CEO. “We are pleased to enter the CEC MQ for our new eGain Advisor™ agent desktop, which has been reimagined to make next-gen agents successful.”