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eGain Receives EMC Docmentum Accreditation TMCnet Assignment Editor CRM solutions provider eGain Communications (News - Alert) has received the “Designed for EMC Documentum” logo designation for its eGain Service, a hosted contact center solution which is fully interoperable with the EMC (News - Alert) Documentum platform.
In order to receive the designation, eGain Service had to meet a comprehensive set of criteria for good design, development and implementation, as defined by its partner, EMC. According to a press release, eGain received consultation and guidance, as well as access to dedicated EMC content management technical resources, through the Designed for EMC program. Having passed the musters of the developer program, eGain will now be able to use the “Designed for EMC Documentum” logos on its packaging, marketing collateral, and other promotional materials. Perhaps most importantly, the accreditation means eGain Service interoperates with the EMC Documentum platform, a content management system which enables companies to unify all content in a central repository for quick and easy access. With its “unified content architecture,” the EMC Documentum platform provides a “unified repository and set of services that are completely accessible by the masses of applications, desktops, portals and systems that are spread across an enterprise,” according to the company. The software allows for fast and easy retrieval and assembly of all content, through a simple to use interface, thus facilitating increased responsiveness, improved collaboration and higher productivity among all employees, not to mention higher customer satisfaction. Whether it is documents captured through scanning or reports produced through a variety of applications to original content created as text files, spreadsheets, photographs, digital video or sound bites, the EMC Documentum platform can capture it, package it, and make it immediately available. Having eGain Service integrated with the EMC Documentum platform means your contact center agents have a powerful tool for quickly getting to the content they need to assist a customer – or perhaps close a sale. But it also means that company supervisors, managers and executives have fast and easy access to all customer data - both historical and as it is coming off the frontlines. “By providing eGain Service as a packaged offering on the EMC Documentum platform, eGain is enabling contact centers to boost performance and customer experience, while curbing costs, by helping them leverage existing content assets in the enterprise,” said Randy Ziegler, director, developer platform programs, EMC, in a press release. “The offering’s status as ‘Designed for EMC-accredited’ demonstrates eGain’s commitment to the Documentum platform and the quality of their offering. Partners such as eGain build solutions on the Documentum platform to enable customers to leverage the robust capabilities of EMC Documentum for managing their most critical and strategic information.” Ashu Roy, CEO of eGain, said “eGain is pleased to have joined the Designed for EMC program and to have attained ‘Designed for EMC Documentum’ accreditation.” “Having achieved the first Designed for EMC Documentum accreditation in the contact center customer service space, eGain is committed to integrating with industry-leading business applications, content management solutions and call center infrastructure systems to enable businesses to implement seamless service processes and deliver distinctive customer experience, while controlling costs,” Roy said in the release. To learn more about eGain Service and the Designed for EMC program, visit: www.egain.com/products/multichannel_service.asp and http://software.emc.com/applicationportfolio. ---------- Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for TMCnet. To see more of his articles, please visit Patrick Barnard’s columnist page. |