eGain Analytics Reviews

What is eGain Analytics?

eGain Analytics streamlines the measurement, analysis, and enhancement of contact center functions, knowledge management, and online customer engagements. Users can effortlessly create detailed reports, visualizations, and dashboards that provide valuable insights. The platform allows for extensive data manipulation, enabling businesses to steer operational practices effectively. Performance metrics are assessable by various parameters, including agent performance, call type, and category. Its customizable report-building wizard empowers users to group, sort, and examine data across different business hierarchies for a well-rounded understanding. Contact center managers have access to an abundance of data, with metrics such as contact volumes, abandonment rates, response times, and service levels offering only a snapshot of the information available. At the same time, knowledge managers can delve into article views, gather user feedback, analyze search behaviors, and monitor contact deflection, among other critical insights. This comprehensive approach not only supports informed decision-making but also fosters ongoing enhancements in all aspects of customer service, ensuring a consistently high-quality experience for users. Ultimately, eGain Analytics serves as an invaluable tool for driving operational excellence and maximizing customer satisfaction.