News : OTP Bank Selects eGain’s Knowledge Management for Customer Service
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.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"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."
Today's Tip of the Day - A Welcome Call
More Editorial From eGain Corporation
About eGain Corporation:
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world.
Published: Friday, September 28, 2018
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver ...
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud...
Eckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal as well as Third Party Support. We’ve an international client base and offices in the UK ...