SOURCE: eGain

January 10, 2007 14:01 ET

Yorkshire Building Society Selects eGain for Enterprise-Wide Knowledge Management and Knowledge-Enabled Service to 1.25 Million Clients

eGain's Solution to Play Key Role in BASEL II Compliance

SLOUGH, UNITED KINGDOM -- (MARKET WIRE) -- January 10, 2007 -- eGain Communications Corporation (OTCBB: EGAN), a provider of top-rated* customer service and contact centre software for in-house or on demand deployment, is today announcing it has been selected to implement its eGain Knowledge Agent™ software across all 2,400 customer facing staff within Yorkshire Building Society.

Yorkshire Building Society has selected eGain's knowledge management software to support fast and quality customer service delivery across its entire product range. An additional objective of the implementation is to demonstrate the Society's compliance to risk management as part of BASEL II regulations.

Robert Matthews, Head of Strategic Liaison, Yorkshire Building Society, commented: "We have achieved the prestigious accolade of 'Lender of the Year' by Mortgage Magazine for the last two years and are always looking at ways to better serve our customers. In this highly competitive market, providing fast and accurate information is key. eGain will enable us to continue to improve our service delivery by developing a collaborative approach to knowledge sharing and then making this available enterprise-wide in the most intuitive way possible."

eGain was selected in November 2006, following a competitive pitch against other companies operating within the same field. eGain's solution will replace Yorkshire Building Society's existing intranet based knowledge repository. The implementation will enable Yorkshire Building Society to review and improve its processes, progress change requirements quickly and flexibly, and keep the Society's vast amount of information up-to-date and easily accessible through keyword searches. Designing the information delivery from the customer's perspective will enable the Society to provide the right information to clients, promptly.

eGain's knowledge management solution is being implemented for Yorkshire Building Society's Savings information in the first instance. This pilot is due to go live in January for 2,000 users, with over 750 knowledge articles authored and available for access. Thereafter it will be rolled out across all products and services and will be used by all 2,400 of the Society's multi-disciplined contact centre and branch staff, to support customer services across their 1.25 million customer accounts.

Andrew Mennie, General Manager and Vice President EMEA, eGain, said: "We are thrilled to see Yorkshire Building Society embrace the broader benefits of eGain's knowledge management software. It is an excellent tool for validating risk management and demonstrating control of procedures. The Society is again proving itself to be very forward-thinking in this implementation."

* Source: 2005 Patricia Seybold Group's bull's eye report on cross-channel, cross-lifecycle customer service -- overall capabilities, knowledge management, architecture and analytics; 2005 Forrester Wave report on eService.

About eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand SaaS deployment. Trusted by prominent enterprises worldwide, eGain has been helping businesses 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: 800-821-4358 (United States), 1753-464646 (UK and rest of Europe).

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, cobrowsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.

Available for on-premise or on-demand SaaS 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

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