eGain Customer Engagement Hub vs Sugar Serve
eGain Customer Engagement Hub
egain.comSugar Serve
sugarcrm.comSide by side
| Figure | eGain Customer Engagement Hub | Sugar Serve |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 0 | 3 |
| Spec score · Customer Service CRM Software | 7.8 (#12) | 8.1 (#10) |
| Case management | eGain Solve provides a view of omnichannel interactions and tracks service requests or cases across channels and people. | The product centralizes case information and supports tracking requests through resolution. |
| Founded | 1997 | 2004 |
| Headquarters | Sunnyvale, California, United States | Cupertino, California, United States |
| 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. | Sugar supports native connectors and marketplace add-ons, with integrations for ERP and other back-office systems. |
| Knowledge base | The hub uses centralized content and adapters to provide consistent answers across channels and agents. | Customers can search knowledge articles, obtain answers and open cases through self-service. |
| What it does | eGain Customer Engagement Hub is a unified platform for omnichannel customer engagement and knowledge management. | Sugar Serve is a customer-service CRM for unified customer context, case resolution, workflows, omnichannel engagement and self-service. |
Plans
Sugar Serve
- ServePrice not published
- Sugar Serve (G-Cloud reseller listing)£64 a month
- Sugar Serve$80 a month
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.
Sugar Serve
Sugar Serve has no write-up on Specifiction yet; its figures are above.