[July 24, 2009] Ivobank selects eGain Service suite to improve customer service Tweet Jul 24, 2009 (Datamonitor via COMTEX) -- Ivobank, a banking organization, has selected the eGain Service suite from eGain Communications to power its customer service and support offerings. eGain has said that, with the ability to support telephone, email, chat, SMS and self-service interactions, the solution ensures a multi-channel and multi-lingual service experience for Ivobank's local and international customer base. eGain has also said that Ivobank supports customers across seven countries and five languages from a single contact center, which uses eGain Mail and eGain Chat, key products in the eGain Service suite, to manage email and live chat customer service, respectively. According to the company, with eGain Service, Ivobank is able to design, test, and go live with a new workflow without disrupting customer service operations. Incoming chats and emails are routed to agent groups on the basis of language and subject matter. Ivobank also uses the eGain Secure Email module to offer customers an authenticated web portal with secure email inboxes, an emerging best practice in the financial services industry for handling confidential emails, eGain said. Andrew Mennie, general manager for Europe, Middle East and Africa at eGain, said: "Ivobank's decision to implement a complete suite of customer service and contact center software to set up a unified multichannel contact center rather than a traditional call centre, ensured they will not only experience seamless cross-channel customer experience but also end-to-end service process efficiencies, which is crucial in today's tight economic times." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon [ Back To TMCnet.com's Homepage ]