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News : Goodyear Rolls Out Digital Customer Service with eGain

#contactcenterworld, @egain

Sunnyvale, CA April 20, 2021 -- eGain (NASDAQ: EGAN), a cloud platform for customer engagement automation, announced that The Goodyear Tire & Rubber Company has (NASDAQ: GT) deployed eGain for digital-first, omnichannel customer engagement.

True to its goal of making the tire buying process easy for consumers, Goodyear wanted to deliver a customer service experience through virtual assistance and multimedia chat to help seamlessly match consumers with answers to their questions. The company also wanted to control costs and enable a seamless experience for contact center agents.

After going through a rigorous vendor selection process that also included a production pilot, eGain emerged the winner over nine other vendors, based on functionality, PCI compliance, and quick value. The company’s retail group has already gone live with eGain Virtual Assistant™ and eGain Advisor Desktop™. The contact center is leveraging the solution to answer questions, resolve issues, and recommend products to consumers, retail stores, and OEM clients. The deployment is being expanded to the company’s ecommerce and consumer care divisions.

"Service is where the customer experience rubber meets the road," said Ashu Roy, eGain CEO. "We are proud to help this storied company offer innovative experiences."

#contactcenterworld, @egain

 

 


About eGain Corporation:
Company LogoeGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
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Today's Tip of the Day - 100% Recording

Read today's tip or listen to it on podcast.

Published: Wednesday, April 21, 2021

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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