PDF Products Solutions Resources Success Support Partners Company Contact us Blog HOME/EGAIN CONVERSATION HUB™ eGain Conversation Hub™ eGain clients’ messaging volumes are growing by 100 percent every year! Welcome to the expanding world of Messaging and the infinite possibilities eGain Conversation Hub™ offers your business. eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Conversation Hub. CONTACT US eGain’s novel Bring Your Own Bot (BYOB)™ architecture allows businesses to easily plug in their own bots where desired in the messaging journey. At the same time, those who want a turnkey solution for conversational automation can activate eGain’s Virtual Assistant. Conversation control can be handed off seamlessly across multiple bots and human agents, while delivering a smart experience to consumers. Unlike point solutions and API tool kits, the eGain Conversation Hub offers a complete set of capabilities for messaging-based conversational automation. eGain Conversation Hub is a KMWorld Trend-Setting Product of 2021 Connect Interactive and push experiences via web chat, in-app messaging, Apple Business Chat™, Facebook Messenger™, Google’s Business Messages, SMS, and WhatsApp. Open APIs to quickly connect via new messaging touchpoints. Bring Your Own Bot (BYOB)™ architecture to plug in proprietary and third-party bots and to tap into new flexible workforce models like gig agents and crowdsourced experts. AI-powered routing based on real-time conversational analytics, customer preference and business context, enhanced with machine learning. Solve Guided conversations with built-in Virtual Assistant, AI, and Knowledge for accurate and consistent handling of customer queries. Rich customer experiences with payment support, deep links, structured response, map, and search. Solution automatically adapts to channel-specific features. Process guidance knowhow maintained without IT involvement. Optimize Granular, connected analytics to optimize conversational effectiveness and operational efficiency. Offer intelligent, proactive messaging Businesses can effortlessly launch intelligent, personalized outbound notifications from it. A large credit union sends proactive messages to 8 million customers through eGain, based on 360-degree context of the customer across the contact center, digital channels, and branch offices. Automate conversations, but augment with human assistance Using the Conversation Hub, businesses can automate customer conversations over messaging channels with eGain Virtual Assistant™ or a third-party chatbot. The bot has access to the full context on the conversation and can escalate to human-assisted chat. Unique to our solution is the ability to perform a step-down transition back to the virtual assistant. Equip agents to deliver truly omnichannel experiences Agents can serve a truly omnichannel experience to messaging customers through the eGain Advisor Desktop™, the digital-first desktop for customer service contact center agents. The eGain desktop provides advisors with a 360-degree view of customer interactions across channels, including messaging. eGain Advisor Desktop provides Chronological, omnichannel conversation stream for agents 360 view of customer history Ability to manage interactions from within the advisor desktop Flexible real estate for new platforms Access to one-click knowledge and guidance through eGain Solve FEATURES Plug in an eGain or third-party chatbot Add channels in minutes Configuration through the user interface (UI) No IT help required Uses each channel’s native capabilities CONTACT US Support for multimedia formats Security certification; privacy controls Reporting and analytics “Sticky agent” feature to connect the customer to the same agent again RESOURCES Messaging: A fast-growing customer service channel eGain expands Messaging Hub capability with BYOB™ architecture; harmonizes messaging across bots and agents eGain reimagines omnichannel customer engagement with conversational automation, augmented agents, and full-spectrum analytics NEWS SBLI uses SMS and chat to send and receive customer messages RELATED APPS eGain Suite eGain Chat eGain Virtual Assistant eGain for Apple Business Chat eGain for Google’s Business Messsages NEWSLETTER Keep up on our always evolving product features and technology. Enter your e-mail address and subscribe to our newsletter. SUBMIT ABOUT US Careers Investor relations Privacy Policy Cookie Policy Terms of Use CONNECT WITH US Contact Us Contact Support Community Forums FOLLOW US Copyright © 2021. eGain Corporation. All Rights Reserved. We use cookies to ensure you get the best experience on our website. Continued use of this website indicates your acceptance of our cookie policy. AcceptCookie Policy