Slough, UK (7 October, 2010): eGain (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, today announced that University of Cambridge International Examinations (CIE), the world’s largest provider of international qualifications for 14-19 year olds, successfully handled heavy demand for customer service during the August examination period through eGain-powered web self-service. CIE added eGain® SelfService™ to its eGain Mail™ deployment to set up a unified multichannel customer interaction hub. The addition of eGain SelfService provides expanded 24×7 service options for CIE’s global client base of schools, students, governments and universities, while reducing the burden on its customer service staff.
Helen O’Leary, Schools Support Manager at CIE said, “August is always a busy month for us with the announcement of examination results and new course options. This substantially increases the workload of our customer service staff. eGain SelfService has helped alleviate that pressure, allowing our customer service representatives to focus on more complex customer issues that truly require direct interactions with customers.”
CIE has customers from 9000 schools across 160 countries. Customers who called or emailed the exam board’s customer service desk did so an average of 10 times a month in 2009. With eGain’s self-service solution in place, a large number of these queries are now deflected to the web. CIE customers are now able to find information online through dynamic FAQs, browse and search. Moreover, the solution suggests answers for customer self-service at the point of escalation to further deflect emails and calls. This has dramatically improved customer experience, while reducing customer service costs.
CIE has tightly integrated the eGain self service, email and knowledge software with its existing CRM systems to create a unified customer interaction hub with one common knowledge base and workflow engine. All content is now centralised and readily available across service channels, meaning CIE need only author knowledge once to reuse it everywhere. As a result, the organisation has seen improved consistency of cross-channel responses, and greatly reduced the cost and complexity of its knowledge creation.
“eGain has streamlined the customer service process across email, phone and web by unifying service operations on one customer interaction hub platform,” commented O’ Leary. “This hub approach enables a 360 degree customer view, a unified and accurate knowledgebase, and service consistency across all channels.”
Andrew Mennie, General Manager of eGain EMEA adds, “There is no room for inaccuracy in the academic world, and customer service operations should be no exception. This is a great example of how a unified customer service strategy can dramatically enhance service quality and customer satisfaction, while introducing contact centre efficiencies across an organisation.”
University of Cambridge International Examinations (CIE) is the world’s largest provider of international qualifications for 14–19 year olds. It is part of the University of Cambridge and a not-for-profit organisation.
CIE is committed to its mission of extending access to the benefits of high-quality education around the globe. Curricula and qualifications are designed to support high-quality educational performance, developing successful students and supporting the economic performance of countries where CIE works at national level.
eGain (OTC BB: EGAN.OB) 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 find out more about eGain, visit www.eGain.com or call the company’s offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.
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