DESKTOP CONNECT

for eGAIN

The solution that unites Avaya Communication Manager with CRM desktops

EVERYTHING YOU NEED TO KNOW

Desktop Connect – the dynamic, out-of-the-box solution - links eGain to the world’s most popular call centre solution, Avaya Communication Manager (CM) to help businesses like yours orchestrate intelligent, coordinated customer interactions across every communication channel.

By uniting eGAIN with the telephony functions of Avaya CM, Desktop Connect enables organizations to achieve true cross-channel context to drive up efficiencies, drive down costs, and transform the customer journey.

Crossing technology and network boundaries, Desktop Connect for eGAIN provides a seamless, pre-built solution that leverages the considerable capabilities of Avaya CM with those of eGain, enabling businesses to reach more customers, to handle more interactions using any interaction channel, while giving their customers the power to choose how, when and where to engage.

ALL ABOUT DESKTOP CONNECT for eGAIN

OUT-OF-THE-BOX CONTACT CENTRE TECHNOLOGY

Via pre-built and tested integration, Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly into eGAIN to optimize your contact centre operations easily, efficiently and affordably. With low deployment costs, quick installation and easy configuration, Geomant’s highly flexible, out-of-the-box solution will have your organization up, running and reaping the benefits of cross-channel communication in no time.

Sophisticated contact centre capabilities for eGAIN
Delivers unified cross-channel context to EVERY customer service engagement
UNITED CROSS-CHANNEL CONTEXT

As one of the world’s leading Customer Engagement Management systems, eGain consolidates multi-channel customer interactions, fragmented sales engagements, knowledge, rules, workflow, and analytics – on a single, unified platform. But by adding Avaya CM voice communication channel, Desktop Connect enables eGAIN to foster personalized engagements with customers across every interaction channel. Desktop Connect for eGAIN blurs the distinction among channels to offer more superior and more consistent levels of customer care. By providing unified cross-channel context to every customer service engagement, Desktop Connect for eGAIN takes personalization to the next level: it ensures that contact centre agents and back-office staff can rapidly access the customer data they need to answer and make phone calls more efficiently, while customers can connect with businesses in any way they want, but are always assured of a personalized, joined-up experience.

UNIFIED AGENT DESKTOP

From within a single, streamlined user interface, customer interactions can be intelligently blended and routed to contact centre agents across multiple communication channels. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that you and your customers demand.

Enables the exceptional one-to-one service that you and your customers demand
Transition between multi-channel communications from a single agent interface
INTELLIGENT BLENDING

Desktop Connect for eGAIN automatically blends agents between each communication channel, boosting agent productivity and increasing call centre efficiency. Agents transition effortlessly between multi-channel communications allowing them to manage every type of customer contact all from within a single desktop interface.

CLOUD DEPLOYMENT

Desktop Connect for eGain can be deployed on-premise or as a cloud service* and connect to on-premise or cloud deployments of eGain. This means that eGain can be easily connected to your on-premise or cloud deployment of Avaya Contact Centre without any additional desktop or server infrastructure - and you only pay for the service that you use. *requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. the service can only be provided following network connectivity verification

Deployed on-premise or as a cloud service
HIGHLIGHTS

Integrates Avaya Telephony with eGAIN

Out-of-the-Box Technology

Delivers Unified Cross-Channel Context to Every Interaction

Unified Agent Desktop

Intelligent Blending

Gives Your Customers the Power to Choose How, When & Where to Engage

Can be Deployed On-Premise or as a Cloud Service

Transforms the Customer Journey

SCREENSHOTS

REQUEST DEMO
1
MORE INFORMATION