The LoanLink Center selects eGain OnDemand™ to provide knowledge-powered service to customers of 400 credit unions
Mountain View, Calif. (March 21, 2006): eGain Communications Corporation
(OTC: EGAN.OB), provider of the industry’s top-rated* customer service and contact center software for in-house or on-demand deployment, announced today that The LoanLink Center (TLC), a credit union system owned contact center outsourcer, has selected eGain KnowledgeAgent™ and eGain Mail™, from within the eGain OnDemand™ customer service software suite, to improve customer service and consumer experience by increasing the speed, consistency, and quality of responses.
The industry’s first-ever on-demand eService software, eGain OnDemand™ has been used by companies of all sizes, including large enterprises, for over eight years. TLC will implement on-demand versions of eGain’s knowledge management and email management applications to better route, track, and resolve consumer inquiries and increase overall customer satisfaction.
TLC selected eGain over other vendors because of its expertise in the financial services sector and the multidepartmental capability of eGain OnDemand, which enables TLC to lower the overall cost of ownership and also partition the knowledge base to meet the unique needs of each of its 400 credit union clients, while allowing agents to share common parts of the knowledge base across credit unions. The eGain knowledge base enables agents to provide quicker responses with greater accuracy and consistency.
Flexible deployment and integration options were also a key requirement for TLC. With eGain OnDemand, TLC will be up and running quickly and has the option of bringing the solution in-house later. eGain CTI Adapter™ provides easy integration with TLC’s existing phone system, enabling the display of the appropriate credit union screen and content based on call origination and other factors.
“With eGain we will address our primary service pain-points first and then build out our contact center capabilities to support our rapidly growing business,” Sean Hicks, TLC’s General Manager, said. “eGain’s solutions and services play a key role in our future success.”
“Effective, efficient, and consistent multichannel customer service is now more essential than ever in the financial services industry sector,” said Ashu Roy, CEO of eGain. “We are happy to welcome TLC to a long list of eGain OnDemand clients.”
Filed under: eGain
