eGain Customer Engagement Hub vs Oracle Service
eGain Customer Engagement Hub
egain.comOracle Service
oracle.comSide by side
| Figure | eGain Customer Engagement Hub | Oracle Service |
|---|---|---|
| Price from | — | $70/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 0 | 4 |
| Spec score · Customer Service CRM Software | 7.8 (#12) | 8.3 (#8) |
| Analytics | The hub includes customer journey analytics. | The product includes real-time dashboards, performance analytics, operational insights and customizable reporting. |
| Case management | eGain Solve provides a view of omnichannel interactions and tracks service requests or cases across channels and people. | The service workspace manages service requests, cases and cross-channel interactions for representatives and supervisors. |
| Founded | 1997 | 1977 |
| Headquarters | Sunnyvale, California, United States | Austin, Texas, USA |
| Integrations | eGain says its suite offers certified out-of-the-box adapters for call center, content, and business systems, plus a published web services API. | Oracle positions Service as connected with sales, finance, supply chain, HR, ERP and asset-management context. |
| What it does | eGain Customer Engagement Hub is a unified platform for omnichannel customer engagement and knowledge management. | Oracle Fusion Cloud Service unifies digital self-service, contact-center, field-service and internal-help-desk work with AI agents on one platform. |
Plans
Oracle Service
- Oracle Fusion Service Enterprise Cloud ServicePriced on request
- Oracle Service Options$70 a month
- Oracle Service Bases$225 a month
- Oracle Service Cloud custom enterprise pricingPriced on request
In their own words
eGain Customer Engagement Hub
eGain Customer Engagement Hub combines omnichannel customer engagement with knowledge management for contact centers and enterprises. A visual designer sets shared business rules and workflows across channels, while eGain Solve tracks service requests or cases across channels and people. A centralized knowledge base, adapters for existing repositories and a digital desktop help bring information, guidance and external data into agents’ work. The suite describes engagement through web self-service, mobile, messaging, chat, social, click-to-call, cobrowsing, email and phone. eGain Mobile can extend deployments to Android and iOS apps with virtual assistant, chat, self-service and notifications. The desktop includes collaboration and gamification, and the product describes integrated customer journey analytics. Integrations include certified adapters for call-center, content and business systems, plus a published web services API. eGain lists SOC 2 Type II certification, FedRAMP authorization, and HIPAA and GDPR compliance. The Customer Engagement Hub price is available on request; the page lists no plan price or trial offer.
Oracle Service
Oracle Service has no write-up on Specifiction yet; its figures are above.