Recommended: System Errors? Click here to Fix your PC »
N-Allo is today one of Belgium's leading customer contact centres. N-Allo hasselected to implement eGain Knowledge to strengthen its customer serviceproposition.
eGain was selected following a competitive tender process. In the first instance,eGain implemented a proof of concept knowledge management solution to supportincoming calls for the social energy supply network of Flanders.
N-Allo will implement eGain Knowledge across a selection of suitable clients in itstarget markets in 2007. eGain Knowledge will help N-Allo capture the knowledge ofits most experienced agents and centralise this knowledge across all applications,by integrating with N-Allo's existing state-of-the-art technology infrastructure, toinclude its CRM and back-end systems, current knowledge management system, Intranetand website.
The pilot delivered a number of clear benefits. eGain worked with N-Allo to designthe knowledge base from a consumer enquiry perspective as opposed to a technicaldelivery perspective, making the knowledge easily accessible to everyone andintuitive to use. This has resulted in more knowledgeable, accurate and fastercustomer service delivery and increased agents' ability to fluidly communicate withconsumers. Time taken to make system changes has been slashed by 20%.
The benchmarking within eGain Knowledge has helped identify potential efficienciesin the grid operators' processes and the ease of change has delivered greaterflexibility to them. The software has also delivered improved reporting for theoperators on query resolutions. eGain Knowledge will initially support telephonecommunications.
Pepijn Gerckens, Knowledge Manager, N-Allo, commented: "The pilot implementationalone has delivered numerous clear benefits. The agents using eGain Knowledge havebeen hugely enthusiastic about the flexibility it has brought, so too have the gridoperators themselves. We are looking forward to bringing these same benefits to allaspects of our service delivery for a number of clients.
"We believe working with eGain will strengthen our offering and enable us to takeadvantage of the impending deregulation of the utilities market. We do however alsoplan to integrate eGain Knowledge with our non-utilities customers too."
Andrew Mennie, Vice President and General Manager EMEA, eGain, stated: "N-Allooffers state-of the-art contact centre facilities to its clients, as such we aredelighted that eGain Knowledge has been selected as N-Allo's knowledge managementsolution of choice. Following a successful pilot, we are looking forward toproviding benefits across the full spectrum of N-Allo's service offering."
About eGain eGain (OTCBB: EGAN) is a leading provider of customer service and contact centersoftware for in-house or on-demand enterprise SaaS deployment. Trusted by prominententerprises and growing midsize companies worldwide, eGain has been helpingorganizations achieve and sustain customer service excellence for more than adecade. 24 of the 50 largest global companies rely on eGain to transform theirtraditional call centers, help desks, and web customer service operations intomultichannel customer interaction hubs. These hubs enable dramatically improvedcustomer experience, unified multichannel customer service, end-to-end serviceprocess efficiencies, and enhanced contact center performance.
Headquartered in Mountain View, California, eGain has an operating presence in 18countries and serves more than 800 enterprise customers worldwide. To find out moreabout eGain, visit www.eGain.com or call the company's offices: London: +44 (0) 1753464646; Dublin: +353 1 8472290; Netherlands: +31(0) 20 5708934; United States: +1888 603 4246 ext. 9.
About eGain Service eGain Service is the industry's most comprehensive customer interaction hub softwaresuite and the first solution to support short message service (SMS) customer serviceinteractions, as well as next-generation web self-service, chat, co-browsing, email,fax, postal mail, notification management, call tracking and resolution, knowledgemanagement, and service fulfillment.
Available for on-premise or on-demand deployment, eGain Service is built on eGainCIHÂ Platform, the industry's most comprehensive, integrated and flexible customerinteraction hub platform. Based on a 100% J2EE architecture, it includesout-of-the-box integration with leading business applications, content managementsystems, and call center infrastructure solutions. With its fine-grainedservice-oriented architecture (SOA), eGain CIH platform enables rapid development ofpowerful applications. For more information about eGain Service, please visit:http://www.egain.com/pr oducts/multichannel_service.as p
About N-Allo The N-Allo contact centre was set up in 1999 by Electrabel/Suez, in closecollaboration with the mixed intermunicipal companies. Thanks to the expertise thatwas built up in handling customer contacts, N-Allo became one of the largest Belgianservice providers specializing in public utilities. N-Allo is now the reliablepartner of companies and organisations in a wide range of activities, mainlyutilities, public services and the financial sector. In 2005 N-Allo took over theBrucall contact centre, which specializes in telemarketing and telesales. The N-Allogroup now employs nearly 1000 people, with a turnover of 40.5 million euros in 2005.
Full Technical Facilities N-Allo aims for customer satisfaction and quality. To achieve these objectives, westay at the forefront of technology. After all, customers demand ever-higherquality, and the market is constantly developing. Our technology makes it possiblenot only to immediately identify the customer on the line, but also to display thecustomer's profile including loyalty and creditworthiness. This automated contactmanagement is achieved by caller recognition, CTI or integrated CRM packages.
Multi channel contact centre Dealing with customer contacts on a broad basis! -- Via different channels: Telephone (In & Outbound), e-mails, web interactions, faxand SMS -- Permanently on call: 24/7 -- In different languages: Dutch, French, English, German
For more information please visit: www.n-allo.be, email: info@n-allo.be ortelephone: +32 (0)15 646567.
Media contacts eGain UK Kerry Hallard / Nicola Craft Buffalo Communications Ltd Tel: +44 (0) 207 292 8680 Email: egain@buffalo.co.uk
Melody Curtis eGain Communications Ltd Tel: +44 (0) 1753 464687 Email: mcurtis@egain.com
