Call Center Software Featured Article

eGain 10 Software Suite Picked by Canon for Enabling Multichannel Customer Service

By Shamila Janakiraman
TMCnet Contributor

eGain, a provider of cloud and on-site customer interaction software, announced that Canon (News - Alert) U.S.A, Inc. has picked eGain 10 software suite for providing multichannel customer service.

In a release Joseph Warren, vice president and general manager, Customer Support Operations for Canon U.S.A, said, “Canon customers are using a variety of agent-assisted and self-service interaction channels. With eGain 10 and its underlying Customer Interaction Hub platform, our customer service will be consistent, effective, and efficient across all touchpoints. Moreover, we can plug in new communication media as customer preferences evolve.”

According to eGain sources, this multilingual deployment will help both consumers and business customers via phone, e-mail, social, and Web channels.

Canon, specializing in digital imaging products and solutions, will be delivering multichannel customer service leveraging eGain technology. eGain will help Canon to serve customers in multiple languages including English, French, Spanish, and Portuguese from the same deployment.

Also it was revealed that the solution features applications like eGain Chat for proactive and reactive chat; eGain Mail for e-mail response management; eGain knowledgeAgent (Advanced) for contact center knowledge management, including Case-Based Reasoning (CBR);  and eGain SelfService (Advanced) for customer Web self-service, including CBR.

eGain Multisearch is an optimized contact center knowledge management and Web self-service application. It features answer findability through a simple search box, which brings together federated content and multiple access methods such as keyword and natural language search, dynamic FAQs, question matching, topic tree browsing, and guided help.

Company sources added that the eGain applications will help agents to address pre-sales and post-sales customer queries, besides also serving customers via Web self-service.

Ashu Roy, eGain chairman and CEO, said, “Businesses committed to customer service and interactive sales excellence need to provide ‘joined up’ customer experiences across touchpoints. By co-innovating with a blue-chip client like Canon, we look forward to enabling customer interactions that are both delightful to customers and profitable for the business.”

eGain recently announced the release of eGain Interactive Sales Suite, which is designed to transform B2C Web sites into interactive shopping destinations. This solution helps eBusiness and marketing teams to quickly deploy, assess, and refine customer engagement strategies with contextual promotions and proactive assistance.