3. “…digitization is placing
unprecedented pressure
on organizations to evolve.
At the present rate, 75% of
S&P 500 incumbents will be
gone by 2027. ”
McKinsey & Co, July 2014
4. Our clients want guidance to quick value
in their Digital Transformation efforts
What should
we
measure?
What is
best
practice?
How do we
operationalize?
How do we
scale?
What should
we do next?
How can I
impact the
company’s
strategy?
How do we guide
customers to new
digital choices?
Help us build
a business
case!
6. Business Goals Member Growth Margin Improvement
Sample Customer
Journeys
Medical
Decision
Member
Onboarding
Billing and
Payments
Emergency
Situation
Customer
Acquisition
Service
Impact Areas
Proactive
Service
Agent
Effectiveness
Agent
Efficiency
Member
Self Service
Right
Channeling
Relevant Metrics
% Contacts
Deflected
First Contact
Resolution
Reduction in
Repeat Contacts
Cost per
Contact
Member
Satisfaction
Reduction in
Escalations
Because, digital customer engagement is
cross-functional
8. Broad digital customer
engagement platform
Rich, proven out-of-the-
box applications
Best practice guidance
for agile trial and rapid
adoption
Technology
matters
9. CRM
Content
Management
Call Center
Infrastructure eCommerce
WEB APPS DESKTOP
APPS
MANAGEMENT
APPS
MESSAGING
APPS
MOBILE
APPS
SOCIAL
APPS
Context
Analytics
PLATFORM
eGain CUSTOMER ENGAGEMENT HUB
Digital First
Guided Knowledge
Intelligent Personalisation
Proactive Offers
Knowledge
AI + Personalization
17. Try+Buy
No cost four week
production trial
We deliver best-practice
solution with your data and
configuration in cloud
No commitment
18. Agile Services
Expanded APIs
Certified Field Solutions Library
Customer experience design tools
Agile sprints using best practices
40% less time and cost
25% improvement in quality
19. Certified Field Solutions Library
Single Sign-On using SAML, CA Siteminder, and LDAP
Data Extracts for compliance and enterprise BI data aggregation
Widgets to overlay eGain Knowledge content on your websites
Chat Deflection using eGain Knowledge to deflect chats
Secure Chat to transfer customer’s context securely from website
Automatic language detection of emails
Mobile Secure Messaging for customers
Quality review of emails sent out by agents
22. Accelerate value for our clients
Clean
Current
Cloud
Library of CFS - Certified Field Solutions
Enhanced APIs
V14 is solid. V15 will be GA this quarter
Quality up (S1 incidents down by 90% - V14 versus V11)
eGain ESN addresses security need for enterprises
Customers enjoy improved service level & innovation