eGain, a developer of customer engagement software for enterprises which primarily manifests itself in the field of communications, recently announced that it has gained a new client in Camelot U.K. Lotteries, the national lottery of the United Kingdom.
This relationship will give Camelot access to eGain’s cloud-based Web chat software, Superchat, that Camelot will reportedly use to engage with its customer base. Superchat will provide the lottery enterprise a way to shift its customer support from its current method of using phone lines, and it will link with the eGain knowledge base software that will provide information about customers to those agents which utilize both phone and Web. Just like many companies that have chosen the cloud to make migration easier to multi-channel contact centers, the lottery will be able to complete the same.
Ashu Roy, the CEO of eGain, commented on this development and spoke about the combination of digital business processes and knowledge of how to best provider services for customers.
“Digital and knowledge are a one-two punch in transforming customer service,” Roy said. “We look forward to helping Camelot with its digital journey in order to boost revenue, reduce costs, and contribute even more to the Good Cause projects that the U.K. National Lottery was set up to support.”
TMC (News - Alert) has previously noted the benefits of moving to a more digital method of work – in this case, the process of moving to computerized systems where Camelot can use databases of customer information, in tandem with analytics software, to give call center agents a complete picture of callers and their issues. The benefits come largely from those computerized systems’ generation of knowledge about each customers. Like Roy notes, the transformation itself goes hand in hand with the information it brings.
In addition, it makes sense for enterprises to embrace this method of work and then expect greater efficiency in their services. With knowledge can come greater power to aid customers and, likewise, greater speed to deal with any situation. For Camelot, this Web chat system can address its more than seven million players by giving them the option of phone service and online chat.
Moreover, greater efficiency in business could stress that the U.K. lottery has more money to donate to its Good Causes fund. It currently spends more than £34 million each week for various projects that exist under that charity.
Edited by Kyle Piscioniere