American discount airline delivers top-flight digital customer service with eGain

Sunnyvale, CA (July 30, 2019): eGain (NASDAQ: EGAN), the leading provider of digital-first, omnichannel customer engagement hubs, today announced that an integrated travel company that also runs a discount airline provides digital customer service with eGain Advisor™ Agent Desktop.

The airlines is dedicated to making travel more affordable than ever. Linking travelers with non-stop flights to top vacation destinations, its value proposition is based on low base fares, unique savings on bundled packages, and flexibility and convenience in booking flights, hotels, and car rentals.

While being a sector showing the most improvement over the last 12 years, the airline industry falls in the bottom half for customer satisfaction[1], presenting an opportunity for differentiation. This low cost carrier’s passenger traffic had been increasing at an average rate of 12% over the last five years. Looking to match its value proposition in fares and destinations with its customer service, the company launched its digital journey with eGain Advisor agent desktop, starting with chat.

Contact center agents handle traveler queries on a broad set of topics such as airline, hotel, and car rental reservations, modifications and cancellations, and rewards programs, with eGain. The service organization has seen a 23% increase in agent productivity with eGain. As the next step, the company plans to leverage AI and knowledge-powered conversational guidance both for customer self-service and agent-assisted service. Also in the plan is the addition of other digital channels such as email and messaging.

[1] American Customer Satisfaction Index, published by the University of Michigan

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eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit

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Cynthia Tu
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