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Global provider of financial services loyalty solutions deploys eGain® Knowledge™ to transform customer care

Company deploys eGain’s top-rated knowledge management solution in the cloud to provide fast answers and increase first-contact resolution

Sunnyvale, CA (February 16, 2016): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that a leading global provider of data-driven marketing and loyalty solutions, has deployed eGain Knowledge in the cloud to enhance customer care.

The company’s business division, which is focused on loyalty solutions for financial services clients, had been a perennial leader in customer service excellence—for instance, the provider’s contact centers had been certified by BenchmarkPortal as a center of excellence multiple times. A big believer in continuous improvement, it wanted to elevate its service excellence to the next level by enabling agents to find fast, accurate answers to customer questions.

Knowing that robust knowledge management (KM) can simultaneously improve multiple contact center metrics, the provider evaluated multiple KM vendors. eGain Knowledge was selected as the preferred solution due to its ease of use and guided help capabilities. Moreover, eGain’s domain expertise and the company’s proven experience in enterprise-class cloud deployments were key influencers in the selection process. The solution has been deployed in seven contact centers, and helps agents answer questions on topics such as credit card rewards, promotional plans, billing, and fraud.

In eGain Knowledge, the provider has found a long-term ally and guide on its path to customer service excellence. The company plans to expand the knowledge deployment to an additional 2,500 agents as well as customer self-service, and add eGain’s digital engagement capabilities for full-fledged omnichannel service excellence.

To learn more about eGain Knowledge and how to try it risk-free, visit:

About eGain

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain software, visit http://www.egain.com/products/

Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US),
+44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

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Media contact

eGain    
Meenakshi Sharma
Phone: 408-636-4505
Email: press@egain.com