EGain Communications, a company that develops customer service and contact center software for in-house or hosted deployment, announced the release of its customer interaction hub (CIH) software suite.
The suite includes nine new applications. EGain Service 7.6 combines management and process automation tools with a set of applications for managing the growing volume of interactions through traditional and emerging communication channels.
Applications include the handling of complex customer interactions that entail not only informational and transactional customer service, but also contextual up-sell and cross-sell, follow-on service fulfillment, and value-added advice through conversations that are compliant with regulations and corporate best practices.
EGain's new suite also supports short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, co-browsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.
Service 7.6 is availably immediately on a worldwide basis and can be deployed on-demand or on-premise.