Contact Information: Media contacts: eGain UK Kerry Hallard / Nicola Craft Buffalo Communications Ltd Tel: +44 (0) 207 292 8680 Email: egain@buffalo.co.uk Melody Curtis eGain Communications Ltd Tel: +44 (0) 1753 464687 Email: mcurtis@egain.com
Yorkshire Building Society Selects eGain for Enterprise-Wide Knowledge Management and Knowledge-Enabled Service to 1.25 Million Clients
eGain's Solution to Play Key Role in BASEL II Compliance
| Source: eGain
SLOUGH, UNITED KINGDOM -- (MARKET WIRE) -- January 10, 2007 -- eGain Communications Corporation
(OTCBB : EGAN ), a provider of top-rated* customer service and contact centre
software for in-house or on demand deployment, is today announcing it has
been selected to implement its eGain Knowledge Agent™ software across
all 2,400 customer facing staff within Yorkshire Building Society.
Yorkshire Building Society has selected eGain's knowledge management
software to support fast and quality customer service delivery across its
entire product range. An additional objective of the implementation is to
demonstrate the Society's compliance to risk management as part of BASEL II
regulations.
Robert Matthews, Head of Strategic Liaison, Yorkshire Building Society,
commented: "We have achieved the prestigious accolade of 'Lender of the
Year' by Mortgage Magazine for the last two years and are always looking at
ways to better serve our customers. In this highly competitive market,
providing fast and accurate information is key. eGain will enable us to
continue to improve our service delivery by developing a collaborative
approach to knowledge sharing and then making this available
enterprise-wide in the most intuitive way possible."
eGain was selected in November 2006, following a competitive pitch against
other companies operating within the same field. eGain's solution will
replace Yorkshire Building Society's existing intranet based knowledge
repository. The implementation will enable Yorkshire Building Society to
review and improve its processes, progress change requirements quickly and
flexibly, and keep the Society's vast amount of information up-to-date and
easily accessible through keyword searches. Designing the information
delivery from the customer's perspective will enable the Society to provide
the right information to clients, promptly.
eGain's knowledge management solution is being implemented for Yorkshire
Building Society's Savings information in the first instance. This pilot is
due to go live in January for 2,000 users, with over 750 knowledge articles
authored and available for access. Thereafter it will be rolled out across
all products and services and will be used by all 2,400 of the Society's
multi-disciplined contact centre and branch staff, to support customer
services across their 1.25 million customer accounts.
Andrew Mennie, General Manager and Vice President EMEA, eGain, said: "We
are thrilled to see Yorkshire Building Society embrace the broader benefits
of eGain's knowledge management software. It is an excellent tool for
validating risk management and demonstrating control of procedures. The
Society is again proving itself to be very forward-thinking in this
implementation."
* Source: 2005 Patricia Seybold Group's bull's eye report on cross-channel,
cross-lifecycle customer service -- overall capabilities, knowledge
management, architecture and analytics; 2005 Forrester Wave report on
eService.
About eGain
eGain (OTCBB : EGAN ) is a leading provider of customer service and contact
center software for in-house or on-demand SaaS deployment. Trusted by
prominent enterprises worldwide, eGain has been helping businesses achieve
and sustain customer service excellence for more than a decade. 24 of the
50 largest global companies rely on eGain to transform their traditional
call centers, help desks, and web customer service operations into
multichannel customer interaction hubs. These hubs enable dramatically
improved customer experience, unified multichannel customer service,
end-to-end service process efficiencies, and enhanced contact center
performance.
Headquartered in Mountain View, California, eGain has an operating presence
in 18 countries and serves more than 800 enterprise customers worldwide. To
find out more about eGain, visit www.eGain.com or call the company's
offices: 800-821-4358 (United States), 1753-464646 (UK and rest of Europe).
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub
software suite and the first solution to support short message service
(SMS) customer service interactions, as well as next-generation web
self-service, chat, cobrowsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is
built on eGain CIH™ Platform, the industry's most comprehensive,
integrated and flexible customer interaction hub platform. Based on a 100%
J2EE architecture, it includes out-of-the-box integration with leading
business applications, content management systems, and call center
infrastructure solutions. With its fine-grained service-oriented
architecture (SOA), eGain CIH platform enables rapid development of
powerful applications.
For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp