SOURCE: eGain

June 09, 2005 07:45 ET

Thrivent Financial Selects eGain's Case and Knowledge Management Solutions to Improve Customer Experience

Major Financial Service and Insurance Provider Plans to Take Customer Service to the Next Level With eGain Service™ 7

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- June 9, 2005 -- eGain Communications Corporation (OTC BB: EGAN), a leading provider of customer service and contact center software, announced today that Thrivent Financial for Lutherans has chosen eGain's solutions for case and knowledge management to improve customer experience, boost contact center performance, and optimize customer interactions across the enterprise. Thrivent Financial will implement eGain Service 7 for multichannel case and knowledge management.

With 2.8 million members, Thrivent Financial is one of the leading financial service providers in the country. Its products and services are many and complex. Its customer interaction centers employ over 200 customer service professionals and receive nearly two million telephone calls every year. To ensure high-quality customer experiences, Thrivent Financial required a reliable and scalable customer interaction hub (CIH).

eGain Service will enable Thrivent Financial to:

--  Streamline customer interaction processes across the enterprise
    
--  Track and monitor all contacts and actions from the time a service
    request is made until the time the issue is resolved, across channels,
    agents and departments within Thrivent Financial
    
--  Create a consolidated, real-time view of all its customers -- through
    an interface with Thrivent Financial's data store -- available to customer-
    facing staff in the interaction centers
    
--  Provide customer service professionals with guided, interactive access
    to a vast knowledge base, enabled by case-based reasoning technology
    
--  Reduce training time for customer service staff
    
--  Improve call handling efficiencies and first-call resolution
    
"We have been looking for ways to efficiently integrate customer information and knowledge content from our different repositories," said Marnie Loomans-Thuecks, Vice President of Customer Interaction and Investment Services of Thrivent. "A big reason for choosing eGain was the open, standards-based architecture of its service management platform and its comprehensive product capabilities. Using eGain's case and knowledge management solutions, our customer service professionals are expected to be able to field a higher number of calls. At the same time, we expect to cut training time in half -- from 13 weeks to six or seven."

"Thrivent Financial is setting a higher bar for customer support in the financial services sector," said Ashu Roy, CEO of eGain. "We're pleased to help Thrivent Financial maximize the efficiency and efficacy of their contact center operations through our knowledge-powered customer interaction hub solutions, as we have done for more than 300 global enterprises."

About Thrivent Financial

Thrivent Financial for Lutherans is a not-for-profit Fortune 500 financial services organization helping 2.8 million members achieve their financial goals. Thrivent Financial and its affiliates offer a broad range of financial products and services including life insurance, annuities, mutual funds, disability income insurance, bank products and more. As a not-for-profit organization, Thrivent Financial sponsors national outreach programs and activities that support congregations, schools, charitable organizations, and needy individuals. For more information, visit www.thrivent.com.

About eGain®

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 mid-sized 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 and growing medium-sized businesses rely on eGain to transform their traditional call centers, helpdesks and web customer service operations into multichannel customer interaction hubs, and to extend their service-based competitive advantage.

eGain Service 7, the company's software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax- and paper-based service interactions, case management, and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems.

Contact Information

  • eGain contact:
    Karen Thrash
    Tel: 650-230-7528
    Email: Email Contact