Major Indian Firms Choose eGain Solutions for Superior Customer Service

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eGain makes waves in South Asia by providing customer interaction hubs to Wipro and Bajaj Allianz

eGain Communications Corporation (OTC: EGAN.OB), a leading provider of customer service and contact center software, has recently closed deals with Wipro and Bajaj Allianz, two of India's leading enterprises. Both these companies have selected eGain's Service 7 suite of customer service software to meet their business needs. They join a fast-growing list of global businesses that are implementing the software package that Forrester and Seybold analysts ranked number one.

With the recent technology boom in India, many companies are finding themselves with wider customer bases and a greater need for high quality service, both internally and externally. Many of those companies are turning to eGain in order to gain a competitive edge.

Wipro is a leading provider of IT solutions in both the Indian and North American markets. They will be using eGain Service 7 to set up a responsive internal help desk for their highly mobile staff at Wividus, their Shared Services Center. Bajaj Allianz, the second largest private insurance company in India, plans to use eGain Service 7 to automate and manage their telemarketing operations.

Both the companies plan to make extensive use of eGain Service's powerful workflow engine and graphical interface. Workflows will allow Bajaj Allianz to automate the process of making appointments with prospects and assign agents to those appointments. Wipro will use workflows to manage help desk requests efficiently.

"We're excited to implement eGain Service 7 in our Shared Services Center," said N.L. Balasubramanya, Head – Wividus, for Wipro. "Our employees will be able to get helpful answers to their questions quickly from anywhere in the world and we expect to see simultaneous improvement in the productivity of my teams."

The eGain Service 7 suite helps companies build customer interaction hubs that span every channel, from email, web self-service, and live chat to fax, letter, and phone. The suite's service management platform allows customer and case data to be shared across all channels and programs, and allows for integration with external systems like Remedy and HP OpenView.

Service 7 can be easily configured to adapt to a variety of business needs: the two recent India deployments involves supplementing an internal help desk and generating marketing leads. And Wipro and Bajaj Allianz all expect a swift ROI and a marked increase in the efficiency of their service agents.

"We’re pleased to add Wipro and Bajaj Allianz to the eGain family of customers," said Vivek Rastogi, eGain COO-APAC & India. "We have helped hundreds of world class businesses with efficient solutions to their customer service needs. The future is bright for emerging Indian enterprises, and the future is bright for eGain in India as well."

About Wipro Limited

Wipro provides comprehensive IT solutions and services, including systems integration, Information Systems outsourcing, package implementation, software application development and maintenance, and research and development services to corporations globally. Wipro Limited is the first P CMM Level 5 and SEI CMM Level 5 certified IT Services Company globally.

In the Indian market, Wipro is a leader in providing IT solutions and services for the corporate segment in India offering system integration, network integration, software solutions and IT services. Wipro also has a profitable presence in niche market segments of consumer products and lighting. In the Asia Pacific and Middle East markets, Wipro provides IT solutions and services for global corporations.

About Bajaj Allianz

Bajaj Allianz is a leading Insurance Co. in India which offers life and general insurance. Bajaj Allianz is a joint venture between Bajaj Auto Ltd., India's leading 2 & 3 wheeler manufacturer and Allianz AG, the world's largest general insurance company. Both enjoy a reputation of expertise, stability and strength. In its first year of operations, the company has acquired the number one status among the private non-life insurers.

About eGain®

eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping organizations 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 into multichannel customer interaction hubs, and to extend their service-based competitive advantage.

eGain Service™, the company's software suite includes integrated, best-in-class applications for web self-service; email, fax, and letter management; web chat and cobrowsing; and contact center knowledge bases. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework for case and knowledge management, and certified out-of-the-box integrations with leading call center, content, and business systems.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company's offices: 20-24222812 (Pune, India); 800-821-4358 (United States); 1753-464646 (London, United Kingdom).

eGain contact:

Meghana Kulkarni

Tel: +91-020-24222812

Email: PR @ eGain.com

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Meghana Kulkarni
EGAIN
91-20-24222812
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