eGain Customer Engagement Hub brings omnichannel customer engagement and knowledge management into one platform. A visual designer lets contact centers apply shared business rules and workflows across channels, while eGain Solve tracks service requests or cases across channels and people. Its centralized knowledge base combines content with adapters for existing repositories. A digital desktop puts interactions, knowledge, guidance, and external data together on one screen, with collaboration and gamification. The engagement suite describes web self-service, mobile, messaging, chat, social, click-to-call, cobrowsing, email, and phone capabilities. eGain Mobile can extend a deployment to Android and iOS apps with virtual assistant, chat, self-service, and notifications. Integrations include certified adapters for call-center, content, and business systems, plus a published web services API. The product page also describes customer journey analytics. eGain lists SOC 2 Type II certification, FedRAMP authorization, and HIPAA and GDPR compliance. Pricing is on request; no Customer Engagement Hub plan price or trial offer is listed.
Who it is for
The platform suits contact centers and enterprises seeking shared workflows, case tracking, and knowledge across service channels. eGain names financial services, health care, retail, communications, utilities, and government among the industries it serves.
What is good
- Shared rules and workflows span channels.
- Tracks cases across channels and people.
- Central knowledge base supports consistent information.
- Integrates with business and call-center systems.
- Mobile capabilities include chat and self-service.
What to know first
- Pricing is on request.
- No plan price is listed for the Hub.
- No trial offer is listed.
Verdict
eGain Customer Engagement Hub combines channel workflows, case tracking, and shared knowledge with broad engagement capabilities. Buyers will need to request pricing for the Hub itself.
Get started with eGain Customer Engagement Hub
- Visit https://www.egain.com/customer-engagement-hub/.
- Contact eGain to request pricing.
- Choose the channels and workflows for the contact center.
- Connect repositories and business systems using available adapters or the web services API.
- Extend a deployment to Android or iOS apps with eGain Mobile, if needed.
Questions about eGain Customer Engagement Hub
How much does eGain Customer Engagement Hub cost?
Pricing is on request. The page does not state a Customer Engagement Hub plan price.
Is there a free trial?
The Customer Engagement Hub page does not state a trial offer.
Which platforms are listed?
The listed platforms are Android, iOS, web, and API.
What channels does the engagement suite cover?
It describes web self-service, mobile, messaging, chat, social, click-to-call, cobrowsing, email, and phone engagement.
What integrations are available?
eGain lists certified adapters for call-center, content, and business systems, plus a published web services API.
Which security credentials does eGain list?
eGain lists SOC 2 Type II certification, FedRAMP authorization, and HIPAA and GDPR compliance.
Compared on customer service CRM software
- Case management
- Yes
- SLA management
- Yes
- Omnichannel support
- Yes
- Knowledge base
- Yes
- Customer portal
- Yes
- Workflow automation
- Yes
- Service analytics
- standard
