Allianz Worldwide Care, an international health insurance provider, has selected eGain's email management product to improve the efficiency and quality of customer service.
eGain is a provider of multi-channel customer service and knowledge management software for in-house or on-demand SaaS (News - Alert) deployment.
eGain Mail will be piloted in Allianz Worldwide Care's in Autumn 2008 and, following this, the solution will be fully rolled out across the organization's helpdesk.
eGain Mail is set to alleviate the demands of email communication between Allianz Worldwide Care's contact center and its international customer base by automating customer service processes to further increase agent efficiency and service quality, while reducing management complexity.
eGain Mail will enable Allianz Worldwide Care to predefine workflows to monitor and manage incoming email enquiries.
eGain Mail will further increase the efficiency and productivity of Allianz Worldwide Care's customer service agents by providing "templatized" answers in multiple languages from a centralized knowledge base.
"Compiling information and statistics from our current email solution to analyze and manage email customer service performance was time-consuming. There was still a degree of manual processes and we wanted a complete and accurate picture of email flow and service performance across the organisation. eGain Mail, a more sophisticated email management solution, will not only integrate our disparate email communications and automate manual processes, but also provide powerful monitoring and reporting tools," said James Carroll, CIO at Allianz Worldwide Care.
"We provide a 24/7 helpdesk service for customers worldwide from just one contact centre based in Ireland. A multilingual knowledge base was a critical requirement for us to provide consistent customer responses across the five languages that we use to interact with our customers. eGain Mail will enable us to restructure the flow of the email enquiries that we receive from all over the world to ensure queries are resolved quickly and effectively 24/7. Through eGain, we will be introducing a level of standardization across our customer service channels, which will enable even greater accuracy and efficiency in our customer responses and increase the productivity levels of our service operations as a whole."
Anil Sharma is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
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