SOURCE: eGain

March 21, 2006 07:45 ET

The LoanLink Center Selects eGain OnDemand™ to Provide Knowledge-Powered Service to Customers of 400 Credit Unions

Credit Union System Owned Contact Center Outsourcer to Deliver Consistent, High-Quality Customer Service for Multiple Credit Unions Through Innovative, Multichannel, Multiclient Customer Interaction Hub Enabled by eGain

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- March 21, 2006 --eGain Communications Corporation (OTC BB: EGAN), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand deployment, announced today that The LoanLink Center (TLC), a credit union system owned contact center outsourcer, has selected eGain KnowledgeAgent™ and eGain Mail™, from within the eGain OnDemand™ customer service software suite, to improve customer service and consumer experience by increasing the speed, consistency, and quality of responses.

The industry's first-ever on-demand eService software, eGain OnDemand™ has been used by companies of all sizes, including large enterprises, for over eight years. TLC will implement on-demand versions of eGain's knowledge management and email management applications to better route, track, and resolve consumer inquiries and increase overall customer satisfaction.

TLC selected eGain over other vendors because of its expertise in the financial services sector and the multidepartmental capability of eGain OnDemand, which enables TLC to lower the overall cost of ownership and also partition the knowledge base to meet the unique needs of each of its 400 credit union clients, while allowing agents to share common parts of the knowledge base across credit unions. The eGain knowledge base enables agents to provide quicker responses with greater accuracy and consistency.

Flexible deployment and integration options were also a key requirement for TLC. With eGain OnDemand, TLC will be up and running quickly and has the option of bringing the solution in-house later. eGain CTI Adapter™ provides easy integration with TLC's existing phone system, enabling the display of the appropriate credit union screen and content based on call origination and other factors.

"With eGain we will address our primary service pain-points first and then build out our contact center capabilities to support our rapidly growing business," Sean Hicks, TLC's General Manager, said. "eGain's solutions and services play a key role in our future success."

"Effective, efficient, and consistent multichannel customer service is now more essential than ever in the financial services industry sector," said Ashu Roy, CEO of eGain. "We are happy to welcome TLC to a long list of eGain OnDemand clients."

About LoanLink Center

The LoanLink Center was formed in 2002 by CUNA Mutual Group, the leading provider of financial services to credit unions, and Appro Systems, Inc., the leading provider of comprehensive, automated credit risk management and financial technologies. In 2005, CUNA Mutual Group assumed majority ownership of The LoanLink Center with more than 30 of the state credit union leagues as minority owners.

The LoanLink Center offers credit unions outsourced services for phone lending, member services, indirect automotive processing, and internet lending, serving more than 400 credit unions across the nation.

To learn more about The LoanLink Center visit www.theloanlinkcenter.com or call 888-869-5552.

About eGain Communications Corporation

eGain (OTC BB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact center performance.

eGain Service™, the company's software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, chat and web collaboration, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems. eGain OnDemand™, the industry's first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes, in the last eight years, to rapidly build customer interactions hubs.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: United States: 800-821-4358; UK/Europe: 1753-464646.

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.

*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group's bull's eye reports on cross-channel, cross-lifecycle customer service-overall capabilities, knowledge management, architecture and analytics. Rankings on ERMS in 2004 Forrester TechRankings on eService

Contact Information

  • Media contacts
    eGain
    Carey Godbee
    Tel: 760-758-4406
    Email: Email Contact

    The LoanLink Center
    Sean M. Hicks
    Tel: 888-869-5552 x1110
    Email: Email Contact