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of web and telephony systems in contact centers are disconnected leading to fragmented CX


of executives from outsourcing customers view innovation as a critical element of BPO


of customer service decision makers believe that the importance of the customer service experience has risen

When organizations are faced with insufficient capacity or spiralling costs, they frequently turn to outsourcers for assistance. As specialists in the field customer service, outsourcers rely on process expertise and the economies of scale to deliver multichannel customer service that meets strict service levels as well as generates profit. All of this means outsourcers make heavy demands on the customer service software they use.


Industry challenges and eGain solutions

Multichannel customer service 

Many organisations are turning to Outsourcers to deliver and manage emerging customer contact channels such as email or web collaboration because of the advantages gained from Outsourcer’s expertise in these areas and the economies of scale offered by managing high volumes of transactions.

  • eGain has helped leading Outsourcers to provide cost effective solutions with challenging service levels for high volume email management solutions.

Coping with unpredictable contact volumes

Outsourcers face the challenge of unpredictable enquiry volumes and the need for flexible commercial models that address the issues in achieving ROI from fixed term contracts.

  • eGain has helped leading Outsourcers enhance the flexibility and competitiveness of their offering through eGain’s Managed Service and flexible pricing approaches.

Information, process, and expertise

Outsourcers may be faced with providing effective customer service solutions that range from simple information requests to solving complex problems. Outsourcers frequently build their relationships with their clients by demonstrating excellence in handling simple customer interactions before moving on to more complex and valuable interactions.

  • eGain has helped leading Outsourcers capture best practice diagnostic and fault resolution procedures into highly effective CSA knowledge bases.

Complex reporting requirements 

Outsourcers need to provide detailed management reporting on operational tasks and SLA while ensuring that client knowledge and data are completely segmented.

  • eGain has helped leading Outsourcers to monitor and manage multi-client, multichannel support operations.

On-shore or off-shore?

Organisations who are looking to Outsourcers to support rapid growth of Customer Service operations or enable re-structuring, consolidation or off-shoring have used CSA Knowledge bases as a means to retain control of process and customer satisfaction whilst enabling outsourced resources to provide manpower.

  • eGain has worked with large organisations to develop CSA knowledge bases for use by client and outsourced / off-shore resources.