SOURCE: eGain Communications Corporation

January 04, 2007 14:13 ET

N-Allo Selects eGain to Improve Customer Service for Call Centre Clients

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