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."
About eGain Corporation:
Omnichannel 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.
Published: Friday, September 28, 2018
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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