Genpact, India’s largest BPO, selects eGain Mail™ to streamline interactions and service processes
Mountain View, Calif. (January 13, 2006): eGain Communications Corporation
(OTC BB: EGAN.OB), provider of the industry’s top-rated customer service and contact center software* for in-house or on-demand deployment, today announced that Genpact, India’s largest business process outsourcer (BPO), selected eGain Mail™, the industry’s top-rated email management software**, to streamline interactions and automate accounts payable processes at a US company.
Genpact, formerly known as GE Capital International Services, drives process improvements to help global enterprises improve their revenue, margins, speed, and customer relationships. A company majority owned by GE and private equity firms General Atlantic and Oak Hill Capital Partners, Genpact has 19,000 highly skilled associates across India, China, Hungary, Romania, the United States and Mexico. In 2005, the company was ranked the largest BPO in India in terms of revenue by DataQuest magazine.
Genpact needed to help a leading US company improve its speed and efficiencies in verifying invoices from suppliers with internal buyers, tracking status, obtaining approvals, sending reminders, managing other tasks in the payment process as well as overall service levels, and handling queries on specific invoices.
Genpact selected eGain due to its rich feature set, integration capabilities with existing business systems, ease of tailoring the solution to its requirements through simple configuration and eGain’s ability to deliver rapid ROI. Of particular interest were multi-tenancy which will enable Genpact to leverage its eGain deployment across multiple clients, graphical workflow modeling capabilities, out-of-the-box best-practice process flows, response segregation and tracking, automated reminders, end-to-end case management and resolution, and robust SLA management capabilities.
“Client satisfaction is of paramount importance in a service-oriented industry like ours,” said Sandeep Phanasgaonkar, Global CIO of Genpact. “With its rich functionality and multi-tenancy, eGain’s email management solution will enable us to serve our world-class clients effectively and efficiently while curbing our cost of ownership.”
“eGain’s email management solution adds business value beyond simply answering emails,” said Ashu Roy, CEO of eGain. “The solution is now used in innovative ways to manage critical business processes in enterprises within and beyond the contact center. We are pleased to welcome a BPO pioneer and leader like Genpact to our strong outsourcer customer-base.”
Filed under: eGain
