About eGain CallTrack

eGain CallTrack is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain, the industry’s rated customer engagement software suite, which helps businesses transform their traditional call centres into multichannel customer engagement hubs. eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact centre, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!

eGain CallTrack Specification

Deployment

  • Web

    web-based

Operating system

  • W

    Windows

Hardware Configuration :

NA

Software Configuration :

NA

eGain CallTrack is best suitable for

Size :

1-10

11-15

16-200

201-500

501-1000

1001-5000

5000+

Organization type :

SMEs

Mid Market

Enterprise

Govt

PSUs

Startups

Agencies

Industries :

  • Logistics

About eGain

eGain you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service. Serve knowledge everywhere! Use the same knowledge base, and a range of access methods (search, browse, guided help, chatbot), for social, mobile, web, and contact center use. Enhance customer experience, acquisition, and retention. Increase self-service adoption. Improve contact center agent productivity. Increase revenue through upsell and cross-sell at the point of service. Ensure compliance and security in customer interactions. Reduce unwarranted field visits, product returns, and associated costs. Build customer loyalty through brand-aligned customer service.
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Client References

Barclays

Barclays

Replacements Ltd.

Replacements Ltd.

Rust Oleum

Rust Oleum

Southern Water

Southern Water

Vodafone

Vodafone

Features of eGain CallTrack

Service process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.
Categories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.
Agent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.
eGain CallTrack offers the industry’s most comprehensive knowledge management tools for resolving cases: Agents, across channels, have one-click access to eGain Knowledge Base. Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine). Agents can also contribute to the knowledge base.
Priorities and SLAs are assigned automatically, and alarms are triggered when SLAs are likely to be missed. In addition, managers and supervisors can use real-time monitors to oversee queues or agents. Check the audit trail of interactions to ensure correct handling. Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.
eGain CallTrack is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.

eGain CallTrack plans and pricing

Web-based

eGain Call Track

PRICE ON REQUEST

  • Best price for eGain Call Track

eGain CallTrack alternatives

Knowlarity Smart IVR

Knowlarity Smart IVR

Deetya Soft IVR

Deetya Soft IVR

MyOperator

MyOperator

Aavaz Call Center Suite

Aavaz Call Center Suite

AVOXI Smart Queue

AVOXI Smart Queue

Zeotel Toll Free Numbers

Zeotel Toll Free Numbers

eGain CallTrack Reviews and Ratings

Add Review
User

SHIVA KUMAR

Techjockey is a good place to go

Overall

16th September, 2017

Ease of Feature

Ease of Use

Value for money

Customer Service

  • Pros -
  • We didn't have very much knowledge in the area of automation tools as we were entirely paper-orientated. Sorabh at Techjockey listened to the peculiarities of our situation and helped us find something that may work for us. It was a great experience and he was a breeze to work with.
  • Cons -
  • No Cons

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