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Parasol embraces true multichannel customer service with eGain

PAYE umbrella company unifies and enhances multichannel service delivery with eGain customer interaction hub

Slough, UK – 14th Oct 2010: eGain (OTC BB: EGAN), Parasol, one of the nation’s leading employment services companies, has chosen eGain’s multichannel customer service suite to introduce a flexible support model to its contractor client base. The company will initially implement eGain® SelfService™ and eGain Mail™, and transform its service operations into a unified customer interaction hub (CIH). Parasol expects the eGain solution to maximise agent productivity, reduce contact rates and significantly enhance first time resolution.

Parasol, who provides umbrella PAYE business services to 9,000 UK contractors and freelancers, has handled more than £2.1 billion in wages since 2000 and can run up to six payrolls a day. Due to the nature of contracting, many of Parasol’s clients don’t have a fixed pay day or necessarily earn the same amount each month. The amount of business expenses that they claim also fluctuates and as a result their tax liabilities are not constant month on month. This has led Parasol staff to deal with a high volume of time-sensitive enquiries, about everything from payroll and administration, to timesheets and business expense services.

Lesley Sweetman, Head of Operations at Parasol said, “We deal in people’s livelihoods so it’s absolutely essential we pay our clients accurately and on time. A large proportion of our phone and email contact with contractors is repetitive. We’re asked ‘When will I get paid?’ and ‘How much will I get paid?’. We wanted a solution that redirected these queries to a self-care environment. At the same time we wanted something flexible enough to allow us to maintain dialogue with our contractors. We’re their employers, not just a service provider, so the direct service relationship is important to us.”

Unified under one common knowledge base, eGain SelfService includes dynamic FAQs, search, browse and guided help. It can also be tightly integrated with agent-assisted communication channels such as telephone, email and live chat to provide a fully integrated set of customer contact options.

“True multichannel was our aim,” said Sweetman. “We evaluated a number of products, but eGain provided the most sophisticated functionality by far. For example, the ability of the eGain CIH solution to combine chatbot self-service with agent-assisted service without losing context, will be uniquely valuable to us as we evolve our self-service capabilities. eGain ChatBot™ can help encourage people to engage with self service, providing appropriate real-time support on the website, while eGain Chat™ means live direct dialogue can always be on-hand when required. This unified approach will help us meet the service expectations of our entire client base, which spans long-term contractors to first-timers.”

Parasol previously used Microsoft® Outlook™ for email customer service. They found the solution to be inadequate; with their customer service staff spending many hours administering multiple inboxes and creating service level reports.

“eGain’s powerful email management solution, eGain Mail, simply takes away these pain points. The analysis and reporting functionality will provide Parasol—and our contractors—with a reliable and objective mechanism to measure service level agreement performance. Moreover, the common multichannel knowledgebase in the eGain platform will ensure consistent service across self-service and agent-assisted channels.”

Parasol is due to complete the roll out of eGain solutions this year, including the integration of eGain with Parasol’s existing CRM systems. The company also plans to add eGain ChatBot and eGain Chat in the near future.

“We selected eGain since it was the most comprehensive and integrated multichannel customer service solution. This means we can continue to grow and develop our customer service strategy with eGain, as we continue to expand our multichannel customer service capabilities.”

Andrew Mennie, General Manager of eGain EMEA concluded, “Since its inception in 2000, Parasol has experienced rapid growth thanks to its focus on cost, quality and speed of delivery. This transition to a unified and flexible multichannel service strategy, will help support Parasol’s ongoing business ambitions.”

About Parasol

Professional Business Services Provider—Parasol is the UK’s favourite PAYE umbrella company providing payroll services for contractors and freelancers, either directly or through agencies. Created in 2000 by contractors for contractors, Parasol takes care of timesheets, invoicing and tax whilst providing a host of added benefits to ensure contractors’ careers are HMRC complaint, legal and hassle-free, with no risk of unexpected tax bills.

Parasol is a founding member of the Freelancer & Contractor Services Association (FCSA), an independent industry association established to set the standard for companies providing services to the professional freelance workforce.

About eGain

eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at and Facebook at

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Cohesive contact: 

Jennifer Manning
Cohesive Communications
Phone: +44(0)1291 626200