Contact Information: For more information please contact: Jennifer Manning/ Carina Parmar Cohesive Communications T: +44 (0)1291 626 200 E: eGain@cohesive.uk.com
eGain Fuels Knowledge-Powered Customer Service at British Gas
Leading Energy Supplier Increases First Contact Resolution Rate With eGain's Pioneering Knowledge Management Solution
| Source: eGain
SLOUGH, UK--(Marketwire - October 1, 2009) - eGain (OTCBB : EGAN ), the leading provider of
on-site and on-demand multichannel customer service and knowledge
management software, today announced that British Gas, the UK's foremost
energy provider has implemented eGain® KnowledgeAgent™ (Advanced).
Powered by eGain's patented Case-Based Reasoning (CBR) technology, the
knowledge management system is significantly increasing first contact
resolution and customer satisfaction rates across the British Gas Pay As
You Go Energy™ (PAYGE) division.
PAYGE has over 700 contact centre agents, dealing with a wide spectrum of
complex enquiries every day. British Gas PAYGE chose eGain KnowledgeAgent
(Advanced) to improve customer experience, contact centre agent
productivity and first-contact resolution across the PAYGE division. David
Brand, Head of Transformation & Change at British Gas PAYGE, explained,
"Our customer propositions and range of services are varied, which can
result in complex queries that raise a multitude of different customer
issues and outcomes. In order to reduce the high repeat call rates and
increase first call resolution, we had to take on the challenging task of
moving from our existing intranet solution to a more sophisticated
knowledge base that would enable all of our agents to find the right
solution at the right time, and it was clear eGain had the experience and
technology to help us achieve this."
British Gas PAYGE initially deployed the on-demand version of eGain
KnowledgeAgent (Advanced), enabling it to get the new service operational
and benefitting customers quickly, without the necessity of extensive IT
resources. In the pilot phase alone, British Gas PAYGE witnessed an
improvement in its customer service operations increasing customer
satisfaction scores by 7%. Brand commented, "We quickly realised we had a
solution that was very easy to navigate and increased agent efficiency.
During the pilot phase, repeat calls on energy consumption, fault
resolution and meter queries were reduced by 16-17%, and call wrap-up times
were down by 29 seconds per call."
Having determined the business value of the eGain solution, British Gas
then made the transition from an on-demand to an in-house deployment,
rolling-out eGain KnowledgeAgent (Advanced) across all its PAYGE service
teams. The solution ensures fast, consistent and accurate answers to
complex queries by providing agents a range of ways to get to information
in the knowledge base. It includes the Guided Help module, which uses the
eGain Inference® Reasoning Engine to help all agents handle interactions
the way an expert agent would.
The eGain solution has also reduced the number of field service visits
across the division. Through more effective call diagnosis, British Gas
PAYGE has cut the number of unwarranted service call-outs and is reviewing
the possibility of extending the eGain solution across other divisions of
British Gas.
Andrew Mennie, General Manager of eGain EMEA, explained, "For a household
brand like British Gas, where service is such a key differentiator,
choosing proven solutions for contact centre implementations is critical to
success in a competitive environment. eGain has been delivering innovative
knowledge-powered customer service solutions to enterprises for well over a
decade, and this enables us to apply the highest levels of experience and
expertise to organisations like British Gas today. This is a great example
of a large utility organisation making use of powerful and intelligent
knowledge base technology to provide value-added services and engender
loyalty across its customer base."
About British Gas
British Gas is the nation's leading energy supplier with more people
choosing British Gas to supply energy to their homes than any other
supplier.
British Gas is a British owned company. As part of the Centrica Group, it
provides gas, electricity and home repair services to millions of customers
in Scotland, Wales and England. British Gas is the UK's leading energy and
Home Services provider.
British Gas is committed to providing the best value energy and the highest
quality services expertise in the country.
About eGain KnowledgeAgent
Proven in the enterprise market for two decades, eGain KnowledgeAgent
guarantees high-quality customer service by infusing customer service
agents with knowledge, making them as productive and informed as the best
agents. The solution ensures fast, consistent and accurate answers to
customer queries by providing agents and other users a range of ways to get
to information from a common multichannel knowledge base. These access
methods include dynamic FAQs, search, browse and guided help.
The only solution with both on-site and on-demand success for over a
decade, eGain KnowledgeAgent is also available for multichannel
self-service through the Web and IVR. More information about eGain's
knowledge management solutions is available at
www.eGain.com/products/knowledge_management.asp
About eGain
eGain (OTCBB : EGAN ) is the leading provider of multichannel customer
service and knowledge management software for on-site or on-demand
deployment. For over a decade, hundreds of the world's largest companies
have relied on eGain to transform their traditional call centres, help
desks and web customer service operations into customer interaction hubs
(CIHs). Based on the Power of One™, a common platform for multichannel
interaction management and knowledge management, eGain solutions help
improve customer experience and optimize contact centre performance.
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).