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Health insurer scales member acquisition and onboarding with eGain® Cobrowse™ in the cloud

Health and wellness leader leverages eGain’s revolutionary omnichannel cobrowse technology to acquire and onboard new customers for ACA-compliant health plans

Sunnyvale, CA (April 1, 2014): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that one of the largest health insurers in the US has selected eGain Cloud™ to educate, sign up and onboard new members.

The Affordable Care Act opened up a new market for health insurance carriers in the US. According to PwC’s Health Research Institute, insurance exchanges alone will account for $205 billion in premium revenue by 2021. With a rapidly approaching enrollment deadline, the health insurer wanted to accelerate customer acquisition and onboarding through its website and online exchanges through real-time omnichannel collaboration in the cloud. The carrier wanted to provide a helping hand to customers across their plan comparison and selection process with real-time chat advice and collaborative form-filling.  Impressed with its long-term cloud track record, rapid deployment capability and fit with its plans for knowledge-guided omnichannel engagement, the company selected eGain.

The insurer has already leveraged eGain’s revolutionary real-time collaboration capability — eGain Superchat™ — to help tens of thousands of customers compare ACA-compliant plan options, select the best plan and fill out enrollment forms.  Telesales agents converse with consumers on the phone and simultaneously cobrowse with them on the provider’s own website as well insurance marketplaces with eGain’s patented collaboration solution to speed up the process end to end.  As the next step, the company plans to expand eGain Cloud to other touchpoints and leverage the solution across its businesses, including its vision and dental care chains and a hospital network.

eGain Superchat combines auto chat with a virtual assistant and agent-assisted features such as text chat, video chat, click to call, cobrowse and proactive offers into a memorable real-time omnichannel experience. Among highlights include patented capabilities such as phone-blended, multi-domain cobrowsing for rich, active collaboration, including agent-assisted web tours, knowledge-guided advice and collaborative form-filling with granular controls for privacy, security and regulatory compliance.

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About eGain

eGain’s customer engagement solutions power digital transformation strategies for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel 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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eGain media contacts

North America
eGain Corporation
408-636-4505
press@egain.com

EMEA
David Evans
Cohesive Communications
+44 (0)1291 626200
egain@cohesive.uk.com