eGain Competitors and Alternatives

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Read reviews of eGain competitors and alternatives
Real User
Head of Solutions Delivery UK at a tech services company with 51-200 employees
Mar 13 2017

What do you think of Oracle Service Cloud?

Valuable Features Web customer portal Knowledge base Incident and activity management Contact and organisation management Chat and skill-based routing Incident routing and escalation Outreach (mailshots) and feedback (surveys) • Improvements to My Organization It allowed management, operations, service, sales and marketing to have a full view of the customer base, and a single platform to manage all customer engagement activities. • Room for Improvement Release and environment management • Use of Solution I have used it for five years. • Deployment Issues We have not encountered any deployment issues. • Stability Issues We have not encountered any stability issues. • Scalability Issues We have not encountered any scalability issues. • Customer Service...
Real User
Salesforce certified system admin at a cloud provider with 51-200 employees
Aug 03 2017

What is most valuable?

Multiple editions available and all cloud based. Have recently began working with the new interface called Lightning and feel that its a great improvement to the "classic" version.

How has it helped my organization?

* The entire organisation is now on the same page, with one source of truth. * Forced people to become compliant in reporting and updates - if its not in Salesforce it did not happen. * No more "versionitis", data, reports all in once central... more»

What needs improvement?

The only time I have ever been upset with Salesforce was when I failed my certification exam. I thought to myself "Why do they make the exam so hard ? Why is the training so expensive ?" Now that I have passed I am grateful that it was a... more»
Real User
IT Service Manager - Veeva CRM Competency Centre at a pharma/biotech company with 10,001+ employees
Jul 18 2017

What is most valuable?

* Page layout * Workflows * Fields * Tabs * Web services * Audit trail * Related information * Search * Quick search lists * Great performance and availability

How has it helped my organization?

It is relatively easy to centralize your services when using a cloud solution. Easiness of onboarding new people and markets. 95% of business requirements can be met by making administrative configuration changes rather than development. This... more»

What needs improvement?

Support: My Oracle Support service, enhancement, bug fix roadmap, and planning, quick and modern global cross-search is missing.
SugarCRM
Real User
Strategic Human Relations Leader at Michael Deaver Talent Management Coaching & Consulting
Nov 01 2017

What do you think of SugarCRM?

Valuable Features The ease of setup and stability. • Improvements to My Organization It was used for a period of time as our primary CRM for handling clients. • Room for Improvement The user interface (UI) needs improvement. • Use of Solution Less than a year. • Deployment Issues None. • Stability Issues None. • Scalability Issues None. • Customer Service and Technical Support Customer Service: I did not use the customer service. Technical Support: Not applicable. • Previous Solutions Infusionsoft. We were trying out SugarCRM based on Central Station rankings. • Initial Setup It was straightforward to set up. • Implementation Team In-house setup. • ROI Low. The UX was such that it limited the use of it. • Pricing, Setup Cost...
Consultant
Principal Oracle CX Cloud Consultant at Rapidflow Inc - Supply Chain, Logistics, PLM, Cloud
Mar 17 2017

What is most valuable?

* Analytics & Forecasting * Offline Mobile Capability * Customer Data Management * Social Collaboration * Sales Dashboards * Outlook Integration * Application Composer

How has it helped my organization?

My client needed a solution that would enable their business to grow at the rate they required, mainly around the sales cycle. Their business involves quoting and estimating effort, with regular change to scope and ultimately cost, sometimes... more»

What needs improvement?

The data import process has grown a little since earlier releases. In the past, when data import would fail, it would rarely provide any indication of where the problem exists. In the recent releases (8 and above), this process has improved... more»
Infusionsoft
Reseller
Director of Operations at Armada Cloud
Nov 22 2016

What do you think of Infusionsoft?

Valuable Features: The marketing and sales automation aspects of Infusionsoft have proved very useful; now we're able to see exactly where our leads and conversions are coming from, and which campaigns are actually working. • Improvements to My Organization: We have a much better understanding of which campaigns are most effective and can adapt accordingly. • Room for Improvement: The CRM area isn't exactly robust, which isn't a problem for us as we pair Infusionsoft with vTiger to handle our CRM and sales/marketing automation needs.

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