eGain Commerce 2000

The eGain Commerce 2000 Platform is a collection of tools enabling complete customer contact and tracking for E-Businesses through multiple channels, including E-Mail, live "chat," Voice over IP (VoIP), and customer self-service. This full featured customer service solution tracks all customer interactions in a central database, meaning that each module (and therefore each agent) can be aware of all communications involving a specific customer, regardless of the original channel of the communication. The eGain Commerce Bridge (part of the platform) not only allows the individual modules to share information with one another; it can also share the centralized data with 3rd party CRM systems and/or commerce servers. The individual modules in the product suite are eGain Mail, eGain Live, eGain Campaign, eGain Voice, and eGain Inform.

eGain Mail allows for both automatic replies to customer inquiries as well as categorized routing and queuing of E-Mails to appropriate agents for personalized replies.

eGain Live provides online customer/agent collaboration tools such as instant text chat, browser sharing, and a telephone call-back feature. As with the other products in the platform, individual customer inquiries can be automatically routed and queued to the appropriate agent.

eGain Campaign, planned for early 2000 release, will enable one-to-one customer marketing.

eGain Voice offers a browser-based voice solution for customers to speak directly with agents online. It is expected to be available in early 2000.

eGain Inform provides a "self-service" platform enabling customers to seek their own answers by making use of the information contained in the eGain Commerce knowledgebase. Customers can seek answers to common questions, or more specific information pertaining to their order or account history. This module is also scheduled for release in early 2000.

Sales of the product are handled through the eGain Web site. Contact eGain for further pricing and availability information.