Slough, United Kingdom, January 4, 2007 – eGain Communications (OTC BB: EGAN.OB), a leading provider of customer service and contact centre software, is today announcing it has been selected by N-Allo to implement eGain Knowledgeâ„¢ software to enhance the customer service N-Allo’s contact centre agents deliver on behalf of customers.
N-Allo is today one of Belgium’s leading customer contact centres. N-Allo has selected to implement eGain Knowledgeâ„¢ to strengthen its customer service proposition.
eGain was selected following a competitive tender process. In the first instance, eGain implemented a proof of concept knowledge management solution to support incoming calls for the social energy supply network of Flanders.
N-Allo will implement eGain Knowledge across a selection of suitable clients in its target markets in 2007. eGain Knowledge will help N-Allo capture the knowledge of its most experienced agents and centralise this knowledge across all applications, by integrating with N-Allo’s existing state-of-the-art technology infrastructure, to include its CRM and back-end systems, current knowledge management system, Intranet and website.
The pilot delivered a number of clear benefits. eGain worked with N-Allo to design the knowledge base from a consumer enquiry perspective as opposed to a technical delivery perspective, making the knowledge easily accessible to everyone and intuitive to use. This has resulted in more knowledgeable, accurate and faster customer service delivery and increased agents’ ability to fluidly communicate with consumers. Time taken to make system changes has been slashed by 20%.
The benchmarking within eGain Knowledgeâ„¢ has helped identify potential efficiencies in the grid operators’ processes and the ease of change has delivered greater flexibility to them. The software has also delivered improved reporting for the operators on query resolutions. eGain Knowledge will initially support telephone communications.
Pepijn Gerckens, Knowledge Manager, N-Allo commented: “The pilot implementation alone has delivered numerous clear benefits. The agents using eGain Knowledge have been hugely enthusiastic about the flexibility it has brought, so too have the grid operators themselves. We are looking forward to bringing these same benefits to all aspects of our service delivery for a number of clients. We believe working with eGain will strengthen our offering and enable us to take advantage of the impending deregulation of the utilities market. We do however also plan to integrate eGain Knowledge with our non-utilities customers too”.
Andrew Mennie, Vice President and General Manager EMEA, eGain stated: “N-Allo offers state-of the-art contact centre facilities to its clients, as such we are delighted that eGain Knowledge has been selected as N-Allo’s knowledge management solution of choice. Following a successful pilot, we are looking forward to providing benefits across the full spectrum of N-Allo’s service offering”.