SLOUGH, UNITED KINGDOM -- (MARKET WIRE) -- January 4, 2007 -- eGain Communications Corporation
(
OTCBB:
EGAN), a leading provider of customer service and contact centre
software, is today announcing it has been selected by N-Allo to implement
eGain Knowledge™ software to enhance the customer service N-Allo's
contact centre agents deliver on behalf of customers.
N-Allo is today one of Belgium's leading customer contact centres. N-Allo
has selected to implement eGain Knowledge™ to strengthen its customer
service proposition.
eGain was selected following a competitive tender process. In the first
instance, eGain implemented a proof of concept knowledge management
solution to support incoming calls for the social energy supply network of
Flanders.
N-Allo will implement eGain Knowledge across a selection of suitable
clients in its target markets in 2007. eGain Knowledge will help N-Allo
capture the knowledge of its most experienced agents and centralise this
knowledge across all applications, by integrating with N-Allo's existing
state-of-the-art technology infrastructure, to include its CRM and back-end
systems, current knowledge management system, Intranet and website.
The pilot delivered a number of clear benefits. eGain worked with N-Allo to
design the knowledge base from a consumer enquiry perspective as opposed to
a technical delivery perspective, making the knowledge easily accessible to
everyone and intuitive to use. This has resulted in more knowledgeable,
accurate and faster customer service delivery and increased agents' ability
to fluidly communicate with consumers. Time taken to make system changes
has been slashed by 20%.
The benchmarking within eGain Knowledge™ has helped identify potential
efficiencies in the grid operators' processes and the ease of change has
delivered greater flexibility to them. The software has also delivered
improved reporting for the operators on query resolutions. eGain Knowledge
will initially support telephone communications.
Pepijn Gerckens, Knowledge Manager, N-Allo, commented: "The pilot
implementation alone has delivered numerous clear benefits. The agents
using eGain Knowledge have been hugely enthusiastic about the flexibility
it has brought, so too have the grid operators themselves. We are looking
forward to bringing these same benefits to all aspects of our service
delivery for a number of clients.
"We believe working with eGain will strengthen our offering and enable us
to take advantage of the impending deregulation of the utilities market. We
do however also plan to integrate eGain Knowledge with our non-utilities
customers too."
Andrew Mennie, Vice President and General Manager EMEA, eGain, stated:
"N-Allo offers state-of the-art contact centre facilities to its clients,
as such we are delighted that eGain Knowledge has been selected as N-Allo's
knowledge management solution of choice. Following a successful pilot, we
are looking forward to providing benefits across the full spectrum of
N-Allo's service offering."
About eGain
eGain (
OTCBB:
EGAN) is a leading provider of customer service and contact
center software for in-house or on-demand enterprise SaaS 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.
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: London: +44 (0) 1753 464646; Dublin: +353 1 8472290; Netherlands:
+31(0) 20 5708934; United States: +1 888 603 4246 ext. 9.
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub
software suite and the first solution to support short message service
(SMS) customer service interactions, as well as next-generation web
self-service, chat, co-browsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfillment.
Available for on-premise or on-demand deployment, eGain Service is built on
eGain CIH™ Platform, the industry's most comprehensive, integrated and
flexible customer interaction hub platform. Based on a 100% J2EE
architecture, it includes out-of-the-box integration with leading business
applications, content management systems, and call center infrastructure
solutions. With its fine-grained service-oriented architecture (SOA), eGain
CIH platform enables rapid development of powerful applications.
For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp
About N-Allo
The N-Allo contact centre was set up in 1999 by Electrabel/Suez, in close
collaboration with the mixed intermunicipal companies. Thanks to the
expertise that was built up in handling customer contacts, N-Allo became
one of the largest Belgian service providers specializing in public
utilities. N-Allo is now the reliable partner of companies and
organisations in a wide range of activities, mainly utilities, public
services and the financial sector. In 2005 N-Allo took over the Brucall
contact centre, which specializes in telemarketing and telesales. The
N-Allo group now employs nearly 1000 people, with a turnover of 40.5
million euros in 2005.
Full Technical Facilities
N-Allo aims for customer satisfaction and quality. To achieve these
objectives, we stay at the forefront of technology. After all, customers
demand ever-higher quality, and the market is constantly developing. Our
technology makes it possible not only to immediately identify the customer
on the line, but also to display the customer's profile including loyalty
and creditworthiness. This automated contact management is achieved by
caller recognition, CTI or integrated CRM packages.
Multi channel contact centre
Dealing with customer contacts on a broad basis!
-- Via different channels: Telephone (In & Outbound), e-mails, web
interactions, fax and SMS
-- Permanently on call: 24/7
-- In different languages: Dutch, French, English, German
For more information please visit:
www.n-allo.be, email:
info@n-allo.be or
telephone: +32 (0)15 646567.
Contact Information: Media contacts
eGain UK
Kerry Hallard / Nicola Craft
Buffalo Communications Ltd
Tel: +44 (0) 207 292 8680
Email: egain@buffalo.co.uk
Melody Curtis
eGain Communications Ltd
Tel: +44 (0) 1753 464687
Email: mcurtis@egain.com