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News : OTP Bank Selects eGain’s Knowledge Management for Customer Service

#contactcenterworld, @egain

Sunnyvale, CA and Newbury, UK (September 26, 2018) -- eGain (NASDAQ: EGAN), a provider of cloud-based customer engagement solutions, announced that OTP Bank, a bank serving Central and Eastern Europe, has selected eGain for omnichannel customer service.

Pattern Digital Consulting Ltd., an implementation partner for eGain, will work with eGain Quick Value Services™ team to deploy eGain’s solution for AI-infused knowledge to provide conversational, procedural, and process guidance to agents at the bank’s contact centers and retail branches.

"Our customers expect their requests to be managed in a fast, consistent and seamless way. And, they want a single right answer regardless of channel. A unified, omnichannel system to manage interactions and knowledge enables great customer experiences across touchpoints," said András Kuhárszki, director, Digital Sales and Development Directorate of OTP Bank.

"Through the use of this new tool, we also expect agent satisfaction to grow, another critical KPI for us. We believe we have selected the best solution in the market, and we plan to transform how our customers and agents can access relevant knowledge in a perfectly seamless way. We understood that the introduction of eGain knowledge tools is not a project, it is a new way of working that will transform experiences for our customers and agents alike," Mr. Kuhárszki added.

"The inability to serve customers across both digital and traditional channels in a consistent and transparent manner is typically the major customer experience blocker in most sectors we have worked in," said Tamás Gögge, co-founder at Pattern Digital Consulting. "We believe knowledge management, combined with eGain’s process flows for guided service and engagement, are powerful concepts to make a meaningful difference in this area."

"Millennial workforce struggles with traditional tools to navigate the maze of information, regulatory compliance, and complex processes in a bank," said Ashu Roy, eGain CEO. "eGain AI delivers GPS-style guidance, so they can deliver outstanding customer experience."

#contactcenterworld, @egain


About eGain Corporation:
Company LogoOmnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
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Today's Tip of the Day - Answering Customers’ Questions

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

Published: Friday, September 28, 2018

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2020 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

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