eGain and Genesys Live Chat, An In-Depth Comparison 2024

Comparison Summary

eGain: eGain is a cloud customer engagement platform offering real-time voice assistance and digital transformation through AI, knowledge, and analytics. Its suite includes modules like eGain CallTrack, Chat, Virtual Assistant, and ClickToCall.

Genesys Live Chat: Genesys-live-chat provides web messaging tools for customer interactions. It enables seamless chats with brands across various asynchronous messaging channels.

eGain and Genesys Live Chat: Customer Satisfaction Data

Most deployed common Use Cases for eGain and Genesys Live Chat

What makes eGain and Genesys Live Chat ideal for Engagement Management?

Egain and Genesys Live Chat both manage customer engagement through multiple channels, aiming to enhance interactions and provide personalized experiences. Egain focuses on providing a unified view of customer interactions across all channels, while Genesys Live Chat emphasizes AI-powered personalization and streamlined interactions. Genesys Live Chat prioritizes real-time interactions and quick conversions, while Egain focuses on providing a comprehensive platform for managing customer relationships. However, both tools have limitations, such as formatting issues and difficulties with closing interactions gracefully.

"...In short, eGain s web collaboration and chat platforms are industry leaders in depth, maturity, and smooth integration with other engagement channels...." Peer review from Featured Customers

"...Moreover, it is also used as a part of an overall tooling portfolio for developing future projects and engagements with the company...." Peer review by Analyst in Information Technology

How does eGain and Genesys Live Chat address your Knowledge Management Challenges?

Egain and Genesys Live Chat both offer knowledge management features. Egain provides a comprehensive knowledge base that allows customers to access information through various channels, while Genesys Live Chat focuses on a self-learning system that delivers reliable answers quickly. Egain emphasizes multi-channel access and agent training, while Genesys Live Chat prioritizes ease of use and AI-powered search functionality.

"...They can exchange knowledge base articles, web pages, files, and text messages with visitors to proactively and reactively answer their questions...." Peer review from Featured Customers

"...AI deployments for customer service and support also go beyond knowledge management...." 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

What makes eGain and Genesys Live Chat ideal for Helpdesk Management?

Egain and Genesys Live Chat are both designed to improve helpdesk management. Egain focuses on transforming call centers into multichannel hubs, while Genesys Live Chat emphasizes optimizing call center time and resources. Egain aims to reduce call center traffic by making it easier for customers to find answers online, while Genesys Live Chat offers a self-learning helpdesk that provides immediate answers to customer questions. A limitation of both is the need to invest in training and setup for optimal use.

"...Before the implementation, overall satisfaction with the help desk hovered around 89%...." Case Study Barclays

"...The nanoRep solution is brilliant self-learning help desk for sending funds to a large number of people in numerous countries, which have many specific questions before setting up their level of confidence...." Peer review by Yair Tal, VP Sales, Payoneer, Payoneer

How does eGain and Genesys Live Chat facilitate Communication Management?

Egain and Genesys Live Chat both manage communication with customers across multiple channels. Egain provides tools for managing social media interactions, while Genesys Live Chat focuses on web chat, email, and Twitter management. Egain offers a more comprehensive suite of tools, including knowledge management and community forums, while Genesys Live Chat provides a more streamlined approach. Both solutions have limitations, for example, Genesys Live Chat lacks notifications for incoming messages.

"...Social Customer Interaction Applications eGain Social is an application for social customer service knowledge harvesting and single-sourced social publishing, and reputation management...." Peer review

"...Bold360 is a robust solution that offers not only web chat but also advanced features such as Email, visitor monitoring, and Twitter management...." Peer review by Marcy Bergman

What Are the key features of eGain and Genesys Live Chat for Contact List Management?

Egain and Genesys Live Chat both offer tools for managing customer contact lists. Egain provides a unified agent desktop with a 360-degree view of customer interaction history across multiple channels. Genesys Live Chat provides visibility into website pages being viewed and past chat history, allowing agents to personalize interactions. Egain focuses on using FAQs to reduce contact center calls, while Genesys Live Chat prioritizes providing a unified experience for agents to improve efficiency and customer experience. A limitation of both systems is that they may not be able to fully capture complex support processes and accurate customer contact records.

"...Complete customer information and interaction history, across channels, to email customer service agents, enabling informed interactions...." Email Management Software

"...Live chat is our first go-to when customers want to contact us, over any other channel...." Peer review by Juan Pablo Echeverri, Operations Manager, STOPzilla