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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
| Source: eGain
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.