Contact Information: eGain Media contact: Connie Pheng Phone: 650-230-7449 Email: pr@egain.com
Creditsafe Selects eGain OnDemand for Unified Customer Service
eGain to Enable Next-Generation Customer Service for Creditsafe Through Unified Web Self-Service, Chat and Online Collaboration
| Source: eGain
MOUNTAIN VIEW, CA and SLOUGH, UK--(Marketwire - June 16, 2008) - eGain (OTCBB : EGAN ), the
leading provider of multichannel customer service and knowledge management
software for on-premise or on-demand deployment, today announced that
Creditsafe, the business credit information expert, is implementing
on-demand versions of eGain SelfService™ and eGain Chat™ to offer its
customers a sophisticated web self-service portal and live assistance
through chat and online collaboration. This will enable Creditsafe to
provide an enhanced customer experience; improve agent efficiencies and
increase customer loyalty, whilst also reducing service costs and building
revenue.
Creditsafe conducts business over the telephone and delivers services
online. With over 25,000 customers in the UK, the volume of incoming calls
puts pressure on call centre agents who are also responsible for
subscription renewals, cross-selling and tele-sales. After a competitive
tender process, Creditsafe selected eGain to provide alternative methods of
interacting with customers to reduce the number of incoming calls and
enable greater agent productivity across both customer service and sales
functions.
Rhydian Perry, CRM director for Creditsafe UK, comments, "We soon found our
agents were spending a disproportionate amount of time dealing with
issue-based queries often of a similar nature, and wanted to better
allocate our resources. eGain's self-service solution made perfect sense,
not only to provide our customers with a broader choice of service method,
but to also direct a large number of telephone queries to the web portal,
enabling agents to concentrate on resolving more complex customer enquiries
and dedicate more time to adding value to the business."
The chat solution will provide Creditsafe customers with a unique,
interactive and personal way to get live assistance online through a
variety of means including text chat, phone callback, escorting, and online
collaboration for form-filling and other transactions. The system's
powerful, query-specific routing will ensure the customers are connected
easily and seamlessly to the right agent every time. In the same way, the
self-service portal provides a secure and personal environment, which
simply and quickly finds information through multi-modal access methods
including dynamic FAQs, browse and search.
Perry explains, "For our customers, time is money, and our products are
renowned for being reliable, quick and easy to access. The addition of
eGain's customer service software will only strengthen this ethos through
intuitive web self-service and timely online help, when customers need it.
This will also free our agents to be more efficient and ultimately more
professional."
Andrew Mennie, Vice President and General Manager, EMEA at eGain,
concludes, "Creditsafe is a dynamic and fast growing business and, as such,
eGain is a strong cultural fit for the company and its growing customer
base that relies on fast, accurate and timely information. Embracing the
next generation of web customer service will not only improve customer
service, loyalty and retention at Creditsafe, but also enable its agents to
focus more on sales and drive the business forward."
About eGain
eGain (OTCBB : EGAN ) is the leading provider of multichannel customer
service and knowledge management software for in-house or on-demand SaaS
deployment. For more than a decade, the world's largest companies have
relied on eGain to transform their traditional call centres, help desks,
and web customer service operations into multichannel customer interaction
hubs. Based on the Power of One™, the concept of one unified platform
for multichannel customer interaction and knowledge management, these hubs
enable dramatically improved customer experience, end-to-end service
process efficiencies, increased sales, and enhanced contact centre
performance.
Headquartered in Mountain View, California, eGain has an operating presence
in 18 countries and serves more than 800 enterprise customers worldwide. To
find out more about eGain, visit www.eGain.com or call the company's
offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental
Europe).
eGain, the eGain logo, and all other eGain product names and slogans are
trademarks or registered trademarks of eGain Communications Corp. in the
United States and/or other countries. All other company names and products
mentioned in this release may be trademarks or registered trademarks of the
respective companies.