SOURCE: eGain

June 27, 2008 01:55 ET

eGain Ensures Good Health of Customer Service at Allianz Worldwide Care

International Health Insurer Selects eGain's Email Management Solution for Increased Contact Centre Efficiency and Superior Multilingual Customer Service

MOUNTAIN VIEW, CA and SLOUGH, UK--(Marketwire - June 27, 2008) - eGain (OTCBB: EGAN), the leading provider of multichannel customer service and knowledge management software on-premise or on-demand, today announced that Allianz Worldwide Care, the international health insurance provider, has selected eGain's email management product to improve the efficiency and quality of customer service. eGain® Mail™ is set to alleviate the demands of email communication between Allianz Worldwide Care's contact centre and its international customer base by automating customer service processes to further increase agent efficiency and service quality, while reducing management complexity.

Since its inception in 2000, Allianz Worldwide Care has grown rapidly and, in line with this, the volume of email traffic between Allianz Worldwide Care and its clients has increased dramatically. Allianz Worldwide Care selected eGain to provide a solution that would not only improve email handling, but also streamline and enhance management and reporting processes. James Carroll, CIO at Allianz Worldwide Care, explains, "Compiling information and statistics from our current email solution to analyse 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."

eGain Mail will enable Allianz Worldwide Care to predefine workflows to monitor and manage incoming email enquiries. After parsing the content of incoming email queries, eGain Mail will automatically route the enquiry to the most appropriate agents within the organisation. In addition, eGain Mail will further increase the efficiency and productivity of Allianz Worldwide Care's customer service agents by providing "templatised" answers in multiple languages from a centralised knowledge base. Carroll continues:

"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 standardisation 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."

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 organisation's helpdesk.

About eGain (www.eGain.com)

eGain (OTCBB: EGAN) is a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment. For more than a decade, the world's largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced contact centre performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

About Allianz Worldwide Care

Allianz Worldwide Care specialises in providing international health insurance for employees, individuals and their dependants, wherever they are in the world. Allianz Worldwide Care is the only international health insurance provider to offer a 48-hour turnaround on submitted medical claims, under its "Clear to Zero" claims handling initiative. With a 97% client retention rate and a customer base that includes many of the European Fortune 500 companies, Allianz Worldwide Care continues to build a reputation for service excellence in international healthcare.

As an A- rated (Standard & Poor's) wholly owned subsidiary of AA rated Allianz SE, the company is able to draw on the resources and expertise of one of the world's leading insurers and financial services providers. Founded in 1890, today the Allianz Group is one of the leading global services providers in insurance, banking and asset management. With approximately 181,000 employees worldwide (as of March 31, 2008), the Allianz Group serves more than 80 million customers in approximately 70 countries. Allianz ranks number 19 in the Global Fortune 500 (and number 9 in Europe's Top 50). In fiscal 2007 the Allianz Group achieved total revenues of over 102 billion euro.

Contact Information

  • For further information contact:
    Jennifer Manning
    Lara van Eijkern
    Cohesive Communications
    01291 626200
    egain@cohesive.uk.com