One of World’s Largest Banks Sets a New Standard for Online Banking Customer Service; Integration of Interactive Robot Highlights New Features
eGain Communications (Nasdaq: EGAN) today announced that international banking giant ABN AMRO is harnessing eGain’s e-services software as part of an initiative to provide superior customer service. ABN AMRO selected the customer interaction management software as the foundation for scalable, reliable and multiple-channel customer support. In addition, ABN AMRO will deploy "RITA," a virtual assistant based on the eGain Assistant product that will handle a variety of frequently asked questions. ABN AMRO is currently deploying the solution to meet the needs of its online banking customers in the United States, with intentions to expand worldwide.
"We needed a customer service solution that would enable us to manage our rapidly growing online business customer base," said Milton Santiago, first vice president of electronic banking at ABN AMRO Services Company, Inc. "eGain’s platform paves the way for us to service new customers effectively, enhance our relationships with existing business clients, and gain a better understanding of our customers’ needs. Outstanding service is a competitive differentiator and eGain will help us gain that edge."
Since the initiative began, ABN AMRO has deployed four eGain applications: eGain Mail (high volume email management), eGain Live (live Web collaboration), eGain Assistant (lifelike interactive robot) and eGain Knowledge (customer information database). Because the applications share common resources, such as a customer database, knowledge base, workflow engines and routing rules, ABN AMRO’s customer service staff can easily obtain a 360-degree view of customer account histories and thus deliver consistent, prompt and quality service.
Additional applications running on the eGain platform include eGain Campaign (proactive digital marketing) and eGain Inform (Web FAQ self-service).
"We are excited to be partnering with one of the world’s leading banks," said Ryan Rosenberg, eGain’s vice president of international marketing. "eGain’s software suite offers ABN AMRO the solutions to provide an immediate boost in customer service, as well as a foundation for future enhancements."
Through the eGain Assistant software, ABN AMRO’s first line of online customer service is an interactive robot named "RITA," which stands for real-time Internet technical agent. Built as a female assistant with various facial expressions, RITA answers frequently asked questions such as "When is the last day I can send in my payment?" and "What time does your bank close?" She works 24 hours a day, enabling human agents to focus more of their attention on complex issues.
Santiago said, "Our research indicates that customers will respond to RITA as if she were a real person, complete with varying emotions to help identify with customers’ concerns. In addition to RITA, we plan on adding a male robot within the coming months. Future assistants will help promote our global expansion by resembling local ethnicities and speaking the language of the country in which the assistant is deployed."
"Overall, the top 10 banks in the world offer the same products," added Santiago. "We’re using eGain as a strategic partner to rise above the noise and provide our business customers with unparalleled levels of customer service. We aim to use outstanding online customer service as a competitive advantage."
Additionally, eGain manages the entire solution for ABN AMRO through the eGain Hosted Business Solution service. The hosted application service and support enable ABN AMRO to focus its IT resources on other projects. With eGain’s hosting services, ABN AMRO instantly gains state-of-the-art security and a high performance network infrastructure for e-service.
About ABN AMRO
ABN AMRO in North America
In North America, ABN AMRO is headquartered in Chicago and has $171 billion in assets and more than 18,000 employees with wholesale banking offices in 13 cities in the U.S., Canada and Mexico. Major North American subsidiaries include ABN AMRO Incorporated, ABN AMRO Asset Management (USA) LLC, LaSalle Bank in Chicago, Standard Federal Bank in Michigan and EAB in New York.
ABN AMRO Bank N.V.
Netherlands-based ABN AMRO Bank N.V. is one of the world’s largest banks with total assets of $511 billion and more than 3,500 locations in over 70 countries and territories.
About eGain Communications Corp.
eGain (Nasdaq:EGAN) is a leading provider of customer service software for the Internet. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self help agents, knowledge management and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration and rapid deployment. Based in Sunnyvale, Calif., with 32 offices worldwide, eGain has 700 customers, including 21 of the 50 largest global companies. For information about eGain, please visit www.egain.com or call the company's offices -- US: (888) 603-4246; London: +44 (0) 175 377 1100; Sydney: +612 9492 5400.
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Except for the historical information contained herein, the matters set forth in this press release are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the anticipated customer benefits from eGain products, and other risks detailed from time to time in eGain's filings with the Securities and Exchange Commission. eGain disclaims any intent or obligation to update these forward-looking statements.
eGain, eGain Knowledge, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Business Solution are trademarks of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.
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