-- The objectives of the customer service organization/contact center and
how they map to the strategic goals of the business
-- Use of customer service best practices leveraged by leading companies
known for distinctive customer service
-- The gaps in technology, process and people that the organization needs
to address in order to achieve its objectives
The eGain BPAS engagement involves the following steps:
-- A contact center/customer service best practices expert from eGain
will spend one or two days on site to conduct the assessment. This will
entail interviews with stakeholders such as contact center managers and
executives, technologists and contact center agents.
-- Within four weeks of the on-site visit, eGain will provide a BPAS
report that will not only include an assessment and gap analysis but also a
step-by-step road map for customer service innovation and excellence.
"eGain's world-class clients have taken customer and agent experience to
new levels," said Ashu Roy, CEO of eGain. "Many of them used eGain BPAS as
a no-risk way to get started. We are pleased to offer this program to
recognize the Customer Service Week."
In order to qualify, companies need to request a BPAS on or before October
31, 2007, at the below URL:
http://www.egain.com/bpas
*Source:
2007 Forrester Wave™ report on interaction-centric customer service
management software: #1 in "strategy," "customer service" product
capabilities, "architecture and platform," "product strategy," "corporate
strategy," and "customer base"
2006 Forrester Wave report on eService: Rated as a leader in current
offering and strategy with the highest scores in 14 enterprise-critical
criteria
2005 Forrester Wave on eService: Rated #1 in "current offering"
2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel,
Cross-Lifecycle Customer Service: Rated #1 in overall capabilities,
knowledge management, architecture and analytics
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub
software suite. Available on-premise or on-demand, eGain Service includes
integrated, award-winning applications for call tracking and resolution,
contact center knowledge management, multi-modal web self-service, email
management, chat, web collaboration, fax/postal mail management,
notifications and service fulfillment.
eGain Service is built on eGain CIH™, the industry's most integrated and
flexible customer interaction hub platform. Based on a 100% J2EE
architecture, it includes out-of-the-box integration with leading business
applications, content management systems, and call center infrastructure
solutions. With its fine-grained service-oriented architecture (SOA), eGain
CIH platform enables rapid development of powerful applications. For more
information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp
About eGain OnDemand
eGain® OnDemand™, the industry's first-ever hosted enterprise software, is
a proven, enterprise-class solution that has helped companies rapidly build
customer interactions hubs over the last nine years. Additional information
on eGain OnDemand can be found at:
http://www.egain.com/products/on_demand.asp
About eGain
eGain (Contact Information: eGain media contact Jamie Abayan Phone: 650-230-7532 Email: pr@egain.com