eGain announced that Prometric, Inc., a provider of secure testing and assessment services, is using eGain in the cloud to offer multilingual e-mail and chat customer service to test-takers and administrators in various countries.

eGain is a provider of cloud and on-site customer interaction hub software. Its solutions help improve customer experience, grow sales, and optimize service process across the Web, social, and phone channels.

In a release, Ashu Roy, Chairman and CEO for eGain stated, “Prometric’s need for multilingual, multichannel customer care without traditional vendor lock-in is perfectly served by our innovative eGain SLaaS proposition. We are delighted to earn the trust of an industry leader like Prometric to help them deliver high-quality service to their global customer base.”

According to officials, Prometric will be leveraging the Solution-as-a-Service (SLaaS) investment option that is available for eGain’s cloud solution. eGain SLaaS helps businesses to eliminate vendor lock-in and paying for shelfware which are considered major risks that may occur in software investments.

Prometric sources revealed that the company wanted e-mail and chat features along with phone-based customer service facilities but had doubts regarding customer interaction volumes and solution benefits. Prometric did not favor getting locked into a deployment mode, either cloud or on-site. The feature offered by eGain was suitable for serving the needs of Prometric.

By using eGain SLaaS, Prometric adopted a month-to-month, usage-based option but was benefiting from the optimized capabilities of the eGain solution. The pay-as-you-go investment model and the provision of an option to move to an on-site deployment if required provided the flexibility that Prometric required for implementing new customer service channels.

In the release, Shane King, Director, Global Contact Centers, for Prometric, Inc. said, “eGain has enabled us to provide effective, efficient, and consistent online service across email and chat through a cloud deployment to users in multiple countries.”

“The unique investment and deployment flexibility offered by the solution will help meet our growing needs in a smart and cost-effective manner,” King added.

eGain solutions are available for cloud, on-site and hybrid deployments. Businesses that are desirous to qualify for risk-free, cloud-based customer experience innovation with eGain SLaaS are requested to access information online from the company Web site.

Recently TMCnet reported that eGain has achieved Oracle (News - Alert) Validated Integration of its eGain Knowledge 10 solution with Oracle CRM On Demand Release 18 through Oracle PartnerNetwork (OPN). eGain is a Gold-level member of the OPN.