Ep028: Optimizing Amazon Connect with eGain Analytics

James Hunt, Vice President of Product Management of eGain shares the story of how eGain Analytics is helping Amazon Connect customers to measure, manage and optimize their contact centers.

Topics Include:

• Overview of eGain
• eGain Solution hubs: Knowledge, Conversation & Analytics
• Why enterprises choose eGain Analytics
• Contact Center Analytics: Buy vs. Build
• Navigating a migration from On-Premise to Amazon Connect – Best Practices & Pitfalls.
• A real customer migration experience
• Building trust with large enterprises and government clients
• How eGain leverages AWS services
• The Amazon/eGain partnership
• Advice for other software executives
• Find out more: eGain.com and eGain on AWS Marketplace
• Navigating the migration from On-Premise Solutions to Amazon Connect – Best Practices & Pitfalls.