A European home appliance manufacturer has picked eGain, a provider of cloud-based customer engagement and call center solutions, to unify its customer engagement across international markets and brands.
The cloud applications delivered by eGain including social, mobile, Web, and contact centers help clients to improve customer services using multiple channels. eGain’s customer engagement solutions help power digital transformation for leading brands.
The European company followed an acquisition-led growth strategy which led to customer service silos across brands. It proved difficult for the company to maintain a consistent brand voice, customer context, or engagement know-how as it had to maintain presence in 75 countries. The eGain platform is equipped to eliminate channel silos cost effectively.
Its expertise in the areas of cloud reliability, platform scalability, guided search and knowledge-powered case management, and multichannel analytics won eGain this contract to power the multi-brand, multi-channel customer engagement initiatives of the client.
The eGain Cloud usage-based pricing model and metrics including NPS improvement and operating cost reduction solutions are expected to help the client standardize customer service processes. This will provide consistent answers across self-service and contact centers and help the client track product failure metrics covering all business units and brands.
According to officials the initial phase of the multilingual implementation went live within three months of the project launch. This covered case management, E-mail management, and Web self-service. Further execution will soon bring more brands, countries, and languages into the deployment.
The client will also be using eGain’s sales engagement capabilities to enhance customer experience. For this “system-of-record” data procured from SAP (News - Alert) will be leveraged using eGain’s certified SAP connectors.
Sunnyvale, Calif.-based eGain has been named as an approved supplier by HM Government for its G-Cloud 4 initiative, as well as being selected for multichannel citizen engagement and knowledge management in the Software-as-a-Service category. The company will deliver a comprehensive set of solutions such as social media monitoring, super chat, customer interaction analytics, virtual assistant and more.
Edited by Alisen Downey