Centralise and Standardise Expertise Within the Call Centre
Promoting First Time Fix of Customer Enquiries
Sema Group, one of the world’s leading IT and business service companies has selected eGain Communications to implement the e-service knowledge solution, eGain Knowledge. Chosen to manage the flow of customer information and improve service through desktop call agent efficiency, it promotes first time fix in its call centres.
Part of the eGain software suite for online customer service, eGain Knowledge centralises the expertise of the Sema Group so that information can be easily leveraged by its Customer Service Representatives (CSRs). Its two UK call centres in Birmingham Business Park and Nantwich, Cheshire, are using eGain Knowledge to reduce call duration, promote first time resolution of an enquiry, and escalate calls via call routing capabilities to the appropriate CSR.
The user-friendly system uses patented search technology coupled with natural language to help agents scan the company database, suggest additional questions and recommend solutions to complex issues. Agents are able to hold personalised conversations with customers while the system quickly searches and guides them to the resolution of the enquiry.
Service Desk Development Manager at Sema Group, Clive Davey, explains; "Through working with eGain we are able to streamline our operations at both call centre sites enabling us to ensure that the flow of information to our customers is accurate and standardised across all CSRs, regardless of prior knowledge or experience."
Davey continues; "A major benefit of eGain Knowledge is that we are eliminating the industry-recognised issue of high employee churn within the call centre environment. A continuous process of recruiting and training new CSRs to meet our high standards is expensive and time consuming. With the new system in place, we are able to get new agents to a customer-facing level at a fraction of the time and cost prior."
"Basically its about providing the right knowledge, to the right people, at the right time," concludes Davey.
In addition to eGain Knowledge, eGain Communications offers other e-service solutions for self-service, email management and live online assistance. The eGain suite includes applications such as eGain Mail (high volume email management), eGain Campaign (proactive service and digital marketing), eGain Live (live Web collaboration), eGain Inform (e-service portal and dynamic FAQ generation), and eGain Assistant (lifelike virtual customer service representative). Leveraging shared resources and reusable components, eGain's platform helps companies deliver personalised interactions that foster customer loyalty, increase sales and control service costs.
About Sema Group
Sema Group (London Stock Exchange: SEM, Nasdaq: SEMA, Paris Bourse: 14151) is one of the world’s leading IT and business service companies with over 21,000 staff currently working across 160 sites world-wide. The Group’s 1999 turnover was £1.41 billion, showing a 20 percent increase compared with 1998. Turnover has more than doubled over the past five years. Sema Group works across all the main sectors of the economy, especially in telecoms, which is now its largest market following the merger with LHS Group Inc. in July 2000. By joining forces, Sema Group and LHS have created a new world leader in communications software and solutions.
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, California, with 32 offices worldwide, eGain has 700 customers, including 21 of the 50 largest global companies. For information about eGain, please visit
or call the company's offices -- US: (888) 603-4246; London: +44 (0) 175 377 1100; Sydney: +612 9492 5400.
Further information on eGain - including interviews, reviews and photography is available from either Graham Thatcher or Juliette Doel at MCC International
Tel: 01753 778 456
Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: 01962 888100
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.
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