EGAN eGain

US Financial Services Giant Leverages eGain Virtual Assistant to Automate Customer Engagement across Service and Sales

US Financial Services Giant Leverages eGain Virtual Assistant to Automate Customer Engagement across Service and Sales

SUNNYVALE, Calif., July 20, 2020 (GLOBE NEWSWIRE) -- eGain (NASDAQ: ), the leading provider of customer engagement solutions, today announced that a financial services client is leveraging its top-rated digital engagement solution to deliver next-gen customer (CX) and agent experiences (AX).

Unable to stitch together a set of point products to provide omnichannel digital customer service, the client selected eGain, based on its connected and rich solution capabilities, domain expertise, and a successful POC. Within ten weeks, the client activated eGain Virtual Assistant™, eGain SuperChat™, and eGain Cobrowse™ to enable a connected, smart self-service journey for customers with escalations intelligently routed to thousands of advisors across country, using the eGain Advisor Desktop™.

Powered by smart knowledge, the virtual assistant answers customer questions on the free section of the client website and app, while spotting opportunities to upsell the company’s premium offerings. Armed with eGain’s digital-first omnichannel desktop and knowledge at their fingertips, advisors then interact and collaborate with customers, answering questions, helping them navigate their website, and filling out forms in real-time.

The virtual assistant successfully resolved over 50% of the incoming service queries. The client then deployed the capability for its IT helpdesk, where it resolved 81% of the inquiries. Since then the client has continued to rollout additional domain-specific virtual assistants for its employee training center and other customer offerings such as downloadable products. Together, these virtual assistants processed over 2 million interactions in the last twelve months.

“Intelligent, connected automation using AI and messaging is transforming customer engagement,” said Ashu Roy, eGain CEO. “Starting with customer service and sales, this client has transformed employee engagement across their enterprise - thanks to our robust, scalable, and easy solution.”

More information

eGain Virtual Assistant: eGain Chat: eGain Cobrowse: eGain Suite: eGain Innovation in 30 Days™:

About eGain

Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit .

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies. 

eGain media contact

Michael Messner

Email:

Phone: 408 636 4514

EN
20/07/2020

Underlying

EGANeGain

To request access to management, click here to engage with our
partner Phoenix-IR's CorporateAccessNetwork.com

Reports on eGain

 PRESS RELEASE
Free
EGAN EGAIN

eGain Appoints Knowledge Management Veteran, Steve Pappas as Head of I...

eGain Appoints Knowledge Management Veteran, Steve Pappas as Head of Innovation Customer Experience and AI Innovation Leader Joins eGain to Accelerate Knowledge Automation Vision SUNNYVALE, Calif., March 26, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the leader in AI-powered knowledge management for enterprise customer service, today announced the appointment of Steve Pappas as Head of Innovation. In this role, Pappas will help shape eGain's product and market expansion strategy at the intersection of AI, knowledge management, and customer experience — accelerating the c...

March 26, 2026 1 EN
 PRESS RELEASE
Free
EGAN EGAIN

eGain Launches AI Knowledge Suite for Retail Banking to Drive Growth, ...

eGain Launches AI Knowledge Suite for Retail Banking to Drive Growth, Satisfaction, and Compliance SUNNYVALE, Calif., March 25, 2026 (GLOBE NEWSWIRE) -- eGain (NASDAQ: ) today announced the eGain AI Knowledge Suite for Retail Banking, a new solution designed to help community banks, regional banks, and credit unions increase revenue, improve customer satisfaction, boost frontline productivity, and strengthen regulatory compliance. As retail banking teams face rising service costs, tighter margins, and higher customer expectations, many institutions still rely on knowledge scattered acros...

March 25, 2026 1 EN
 PRESS RELEASE
Free
EGAN EGAIN

eGain to Participate in 38th Annual Roth Conference on March 23, 2026

eGain to Participate in 38th Annual Roth Conference on March 23, 2026 SUNNYVALE, Calif., March 13, 2026 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), a leading provider of AI-powered knowledge management and customer experience solutions, today announced that eGain management will host meetings with investors on March 23, 2026, at the 38th Annual Roth Conference, scheduled from March 22–24, 2026, in Dana Point, California. eGain continues to see increasing adoption of its AI Knowledge Hub, which helps enterprises provide trusted answers, enhance customer experiences, and lower service costs....

March 13, 2026 1 EN
 PRESS RELEASE
Free
EGAN EGAIN

eGain Announces New Integrations for Microsoft Teams, Slack, and Zoom ...

eGain Announces New Integrations for Microsoft Teams, Slack, and Zoom Team Chat Trusted knowledge and AI-powered actions now available across leading UCaaS and CCaaS platforms SUNNYVALE, Calif., March 10, 2026 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN) today announced new integrations that bring eGain AI Agent into Microsoft Teams, Slack, and Zoom Team Chat, delivering accurate, compliant answers and actions inside the collaboration tools employees already use. These integrations help organizations strengthen productivity, lower support costs, and improve employee satisfaction. As more o...

March 10, 2026 1 EN
 PRESS RELEASE
Free
EGAN EGAIN

eGain Publishes Third Special Edition of Knowledge Management for Dumm...

eGain Publishes Third Special Edition of Knowledge Management for Dummies, Updated for the GenAI Era New Edition Features Dedicated Chapter on GenAI Best Practices and Real-World Success Stories Showing 5X Knowledge Creation Acceleration and 6X Search Success Improvement SUNNYVALE, Calif., March 09, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the leading provider of AI-powered knowledge management for enterprise customer service, today announced the release of the third special edition of Knowledge Management for Dummies. The newly updated booklet, co-authored by Anand Su...

March 9, 2026 1 EN

ResearchPool Subscriptions

Get the most out of your insights

Get in touch