OVERVIEW
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. It is one of the many innovative customer interaction products in eGain.
DESCRIPTION
Key Features
- Predefined workflows to manage incoming inquiries. Contains service level agreement (SLA) triggers to automate routing and monitoring.
- Ability to categorize and add notes.
- Unified agent desktop.
- Complete customer information and interaction history, across channels, available to agents, enabling informed interactions.
- A common knowledge base that enables agents to accurately resolve complex inquiries and processes, interacting directly with data sources and devices where required.
- Intelligent summarizing of phone calls.
- Comprehensive analytics and real-time alarms for operational performance management.
- Fully integrated with other interaction channels.
