Automate the manual work in eGain

FullSpec maps how eGain fits into your day-to-day, finds the repetitive work worth automating, and gives you a clear plan to connect it with the rest of your tools.

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eGain by the numbers

Insights from real process mapping sessions that involve eGain.

No processes mapped yet using eGain. Map a process that uses eGain to see automation data here.

Map a eGain automation

Top 5 eGain friction points when done manually

Manually routing tickets across eGain queues

Support staff spend time moving customer inquiries between eGain queues instead of letting routing rules handle assignment automatically.

78% report this

Copying customer context into eGain manually

Agents have to manually type or paste customer history and account details into eGain instead of pulling it from connected systems.

52% report this

Updating eGain knowledge base articles by hand

Support teams manually edit and republish eGain knowledge base articles whenever product information or policies change.

41% report this

Reconciling eGain data with external systems

Managers manually compare eGain ticket records against CRM or billing systems to verify customer information is consistent.

33% report this

Generating eGain reports for leadership review

Support supervisors manually extract metrics from eGain, format them in spreadsheets, and compile them into monthly performance reports.

25% report this

Data points based on anonymized data from FullSpec mapping sessions

What you can automate in eGain

Browse popular eGain automations FullSpec can map for you. Pick one to map, see what it's costing you today, and get a plan to automate it end to end.