Alliance & Leicester Commercial Bank selects eGain Service™ to enhance customer experience
Added: (Thu Oct 12 2006)
Pressbox (Press Release) -
Customers embrace web self-service pilot resulting in full roll out
SLOUGH, UK October 11, 2006 - eGain Communications Corporation (OTC: EGAN.OB), today announced that Alliance & Leicester Commercial Bank, part of one of the UK's major financial services groups, has selected eGain Service™ to improve the customer service it provides to its customers on a 24x7 basis.
Following a review of the market, Alliance & Leicester Commercial Bank selected eGain to deliver a customer service solution to support its newly launched Internet Banking offering. Alliance & Leicester Commercial Bank had a two-fold customer service requirement. The first was to introduce a web self-service element to enable customers to find answers to their questions in a manner and at a time convenient to themselves. The second was to improve the quality and speed of service delivered by its Helpdesk facility by providing its Customer Advisors with improved access to knowledge. The bank required a central knowledge base for both contact channels, to enable it to efficiently provide a consistent and quality service to its customers via the channel of their choice.
eGain's solution for Alliance & Leicester Commercial Bank will involve the development of a customer-focused Knowledge Based Repository. A 160-page manual of queries, frequently asked questions and technical information will be made available through an intuitive and easy to use interface, tailored for use by both customers directly via the web and by agents.
eGain Service has been implemented in two phases. Phase one has already delivered benefits to Alliance & Leicester Commercial Bank's customer service by providing its Customer Advisors with improved access to Frequently Asked Questions and the new knowledge base. In phase two, the bank will implement a full web self-service solution for its customers. This will enable those customers who prefer to use the web to search for information and assistance in the way and at a time that suits them. The banks believes that due to the high take up of web self-service by its customers around 50 per cent of the calls its Advisors currently handle per week will in the future be resolved by web self-service.
Donna Cunliffe, Head of Customer Services for Alliance & Leicester Commercial Bank commented: "We aim to deliver a one stop shop for our customers, with consistent quality information available across all channels of communication. Our Retail banking division's experience of working with eGain provided us with the confidence that they could progress the project quickly and with industry and organisation insight."
Cunliffe continues: "Phase one of eGain's solution went live within six weeks and has already led to a significant improvement in customer experience. We will make eGain's solution available to our customers via web self-service during October to further improve service delivery."
Andrew Mennie, Vice President and General Manager EMEA, eGain commented: "Alliance & Leicester Commercial Bank wanted its breadth and depth of customer service knowledge to be made available to all Advisors regardless of their experience, effectively making every customer service representative a seasoned expert. This is exactly what eGain Service™ enables.
"This rapid take up of the Internet banking system by its customers must be supported by quality on-line customer service. Our web self-service solution will deliver a better level of customer service and in turn reduce service related phone calls," concluded Mennie.
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact centre software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsized companies worldwide, eGain has been helping organisations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centres, help desks and web customer service operations into multichannel customer interaction hubs and to extend their service-based competitive advantage.
eGain Service™ 7, the company’s software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowse, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact centre management and certified out-of-the-box integrations with leading call centre, content, and business systems.
eGain OnDemand™, the industry's first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes, in the last eight years, to rapidly build customer interactions hubs.
Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: London: +44 (0) 1753 464646; Dublin: +353 1 8472290; United States: +1 800 821 4358.
About Alliance & Leicester Commercial Bank
Alliance & Leicester Commercial Bank is a market leader in cash management, handling more than £1 in every £5 of High Street cash. Through its partnership with the Post Office it has cash depositing facilities located within a mile of 95% of all UK businesses and for larger businesses provides cash centre and cash in transit services via Securicor. Its competitive commercial mortgage products are available to businesses of all sizes on a fixed or variable repayment for property purchase with repayments tailored to meet customers' requirements. Subsidiary, Alliance & Leicester Commercial Finance, is a specialist provider of leasing, hire purchase and other finance products to sectors such as public bodies, bus and coach operators, the haulage industry and large fleet operators. Alliance & Leicester Commercial Bank was recently awarded "Best Business Current Account Provider" by Business Moneyfacts for the fourth consecutive year.
Kerry Hallard / Nicola Craft
Buffalo Communications Ltd
Tel: +44 (0) 207 292 8680
eGain Communications Ltd
Tel: +44 (0) 1753 464687
Alliance & Leicester Commercial Bank
Tel: +44 (0) 116 200 3401