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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 - Consultancy Advice

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

Published: Friday, September 28, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
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.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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