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The result? Healthy, profitable, and long-lasting relationships with your customers!\r\n \r\n<span style=\"font-weight: bold;\">Streamline and automate service processes</span>\r\nService process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.\r\n \r\n<span style=\"font-weight: bold;\">Effectively categorize interactions</span>\r\nCategories and resolution codes are assigned automatically as well as manually. 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The agents can also contribute to the knowledge base thereby capturing invaluable expertise on the fly.</li>\r\n<li>Varied collaboration options with experts within and outside the system.</li>\r\n<li>Comprehensive analytics and real-time alarms for operational performance management</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Administrator</span>\r\n<ul>\r\n<li>100% web-based email management software enables remote and easy administration</li>\r\n<li>Fine grained control over user access, role, and permissions</li>\r\n<li>Immediate, scheduled, and out-of-the-box reports</li>\r\n<li>Multichannel and channel-specific analytics</li>\r\n<li>Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Email Agent</span>\r\n<ul>\r\n<li>Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions</li>\r\n<li>Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity</li>\r\n<li>Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators</li>\r\n</ul>\r\n","shortDescription":"eGain Mail, the leading email management solution, helps companies manage large volumes of customer emails and webforms responsively and effectively. 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It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"suppliedProducts":[{"id":1303,"logoURL":"https://old.b4r.io/fileadmin/user_upload/eGain.png","logo":true,"scheme":false,"title":"eGain CallTrack","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"egain-calltrack","companyTitle":"eGain","companyTypes":["supplier","vendor"],"companyId":4106,"companyAlias":"egain","description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. 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Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.\r\n \r\n<span style=\"font-weight: bold;\">Make agents more productive</span>\r\nAgent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.\r\n \r\nAgents have access to:\r\n\r\n<ul>\r\n<li>Complete customer information, including interactions through other channels</li>\r\n<li>The common knowledge base</li>\r\n<li>Subject matter experts through collaboration tools</li>\r\n<li>Multimedia interaction tools such as chat and web cobrowsing to help customers</li>\r\n<li>Auto-summarization and note-taking facilities</li>\r\n</ul>\r\n\r\n<span style=\"font-weight: bold;\">Resolve issues quickly</span>\r\neGain CallTrack offers the industry’s most comprehensive knowledge management tools for resolving cases:\r\n\r\n<ul>\r\n<li>Agents, across channels, have one-click access to eGain Knowledge Base.</li>\r\n<li>Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).</li>\r\n<li>Agents can also contribute to the knowledge base.</li>\r\n</ul>\r\n\r\n<span style=\"font-weight: bold;\">Monitor and track every call</span>\r\nPriorities and SLAs are assigned automatically, and alarms are triggered when SLAs are\r\nlikely to be missed. In addition, managers and supervisors can:\r\n\r\n<ul>\r\n<li>Use real-time monitors to oversee queues or agents.</li>\r\n<li>Check the audit trail of interactions to ensure correct handling.</li>\r\n<li>Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.</li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">Integrate multichannel customer communications</span>\r\neGain CallTrack is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.","shortDescription":"eGain CallTrack™ is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. 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Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"partnershipProgramme":null}},"aliases":{},"links":{},"meta":{},"loading":false,"error":null},"implementations":{"implementationsByAlias":{},"aliases":{},"links":{},"meta":{},"loading":false,"error":null},"agreements":{"agreementById":{},"ids":{},"links":{},"meta":{},"loading":false,"error":null},"comparison":{"loading":false,"error":false,"templatesById":{},"comparisonByTemplateId":{},"products":[],"selectedTemplateId":null},"presentation":{"type":null,"company":{},"products":[],"partners":[],"formData":{},"dataLoading":false,"dataError":false,"loading":false,"error":false},"catalogsGlobal":{"subMenuItemTitle":""}}