Call Center On Demand Featured Article

eGain Delivers On-Demand Customer Contact Information Solution

Cloud and on-site customer interaction solution developer eGain announced that Union Bank has chosen its customer contact platform as part of the bank’s expanding customer knowledge strategy. Union Bank offers financial services to individuals, small businesses, middle-market companies, and major corporations.

The bank seeks to provide efficient “one and done” customer service to its consumers and business clients, eGain noted in a company release. The banks customers span a wide range of customer segments, requiring detailed information regarding specific products and services. Union bank sought to compile data from a number of different sources into a single platform with a layer of guided navigation to enhance accessibility for its call center and branch representatives.

Additionally, Union Bank set out to boost its customer relationship management (CRM) efforts. With international operations and a parent company based in Japan, providing on demand information for representatives, call center agents and other bank service agents was an essential requirement. The bank also wanted its on-demand information service to integrate with customer contact points, including as email, web, social, and mobile. eGain offers a multichannel customer interaction platform for on-demand information sharing.

“Delivering quality customer experiences across multiple touch points is our mission,” said Grant Shear, vice president of Enterprise Shared Services at Union Bank, in a company statement. “With eGain, we will be able to empower our customer service professionals with consistent and relevant knowledge across our expanding product portfolio and customer touch points.”

Sunnyvale, Calif.-based eGain provides cloud-based and on-site customer experience solutions that accelerate the service process and boost sales. The company’s solutions work across Web, social, and phone channels, and are deployed at the call center operations of some of the world’s largest companies.

“A well implemented knowledge management strategy adopted enthusiastically by frontline staff can be the difference between an average and a memorable customer experience,” Ashu Roy, eGain CEO, commented in the statement. “We look forward to working closely with Union Bank on their customer experience initiative.”Union Bank is a subsidiary of UnionBanCal Corporation, a financial holding company with assets of $89.7 billion. Union Bank operates 414 branches in California, Washington, Oregon, Texas and New York, as well as two international offices. UnionBanCal Corporation is a wholly-owned subsidiary of Mitsubishi (News - Alert) UFJ Financial Group, Inc.