eGain Suite

eGain Suite is a SaaS offering using a multi-tenant Government-Only cloud computing environment. It is available to federal, state, local, and tribal governments, as well as research institutions, federal contractors, government contractors. The eGain Suite includes Chat, Cobrowse, CallTrack, Mail+Social, Secure Messaging, Knowledge, SelfService, Virtual Assistant, Notify, Offers, Contact Center Analytics and Advisor Desktop.

eGain Knowledge equips users with a single source of available information. Portal owners post to, own, and manage their own content. The Knowledge Management Suite unifies various knowledge management sources into a single location. The solution helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers and helps eliminate knowledge silos, providing answers to Veteran question quickly and efficiently.

The Office of Information and Technology Veterans Relationship Management Office of Community Care uses eGain Suite’s Knowledge component as the “one source, one version” of available information. eGain, deployed at VA as VA Knowledge Base, is divided into various portal sites, where each portal owner posts, owns, and manages their own content. Customers and VA employees use the Google-type search engine and browsing capabilities to quickly and easily find current, accurate, and important information within the various portal sites. The tool is also used by business lines to process claims, manage contact/call centers, house manuals and regulations, documents, SOPs, and more. ​