Mountain View, CA (September 22, 2011): eGain (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction software for sales and service, today announced that a Fortune 200 US insurance company uses eGain Cobrowse™, eGain Chat™ and eGain ClickToCall™ to deliver superior purchase, enrollment, and service experiences to members.
Online form-filling is a major hurdle in the customer acquisition and onboarding processes, especially in regulated sectors like financial services, insurance, health care, and government. Increasingly complicated forms confuse and frustrate customers. As a result, 75% of all web forms are abandoned. With eGain Cobrowse, businesses can help customers complete web forms in a convenient and secure manner—while simultaneously engaging them in a phone call or text chat.
Known for delivering innovative member services, the insurance firm—which also offers other financial services products—has deployed eGain’s award-winning solutions for collaborative browsing, chat and click-to-call to thousands of business representatives in its contact centers. These agents not only provide real-time form-filling assistance but also show members how to use the company website through cobrowse-enabled phone conversations. The eGain deployment has enabled the company to increase online form completion by 200%.
“Easy-to-use, secure cobrowsing capability turns an ordinary phone or chat interaction into a rich multimedia experience for customers,” said Ashu Roy, eGain CEO. “We are delighted to enable innovative insurance and financial services companies to transform their critical customer acquisition and onboarding processes.”
eGain Cobrowse is a secure solution for shared web form-filling and site guidance. Unlike page push and screen sharing technologies, eGain Cobrowse enables true two-way collaboration between the business representative and the consumer. It also provides granular, role-based view and action control for privacy and compliance.
Easy to deploy, eGain Cobrowse does not require any consumer download. With eGain’s multichannel customer interaction hub, cobrowse interactions are unified with other communication channels to provide 360-degree context. For more information, visit the following pages:
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction software for sales and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain products, visit http://www.egain.com/products/index.asp
Headquartered in Mountain View, 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). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.
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