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News : Symetra Deploys eGain Knowledge to Transform Customer Service

#contactcenterworld
Sunnyvale, CA, USA, Feb 11, 2016 -- eGain (NASDAQ: EGAN), a provider of cloud-based customer engagement solutions, announced that Symetra Financial Corporation, a provider of diversified financial and insurance products, deployed eGain's solution for guided knowledge to provide superior customer service.

Symetra serves customers nationwide, through a network of independent advisors, brokers and agents. Wanting to extend its differentiation from products to customer service, the company deployed eGain Knowledge. The goal is to make its contact center agents effective and efficient in answering customer queries, which cover a broad range of topics.

"As routine queries get automated, contact center agents have to proactively advise, not just respond," said Ashu Roy, eGain CEO. "Our knowledge solution has a track record of guiding service reps to best answers in the face of product proliferation, while eliminating the need for on-going training."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwired.com

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About eGain Communications:
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.

About Symetra Financial Corporation:
Symetra is a United States-based family of companies providing retirement plans, employee benefits, annuities and life insurance through independent distributors nationwide. The main headquarters of the company is located in Bellevue, Washington.