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The industry's first-ever on-demand eService software, eGain OnDemand has been usedby companies of all sizes, including large enterprises, for over eight years. TLCwill implement on-demand versions of eGain's knowledge management and emailmanagement applications to better route, track, and resolve consumer inquiries andincrease overall customer satisfaction.
TLC selected eGain over other vendors because of its expertise in the financialservices sector and the multidepartmental capability of eGain OnDemand, whichenables TLC to lower the overall cost of ownership and also partition the knowledgebase to meet the unique needs of each of its 400 credit union clients, whileallowing agents to share common parts of the knowledge base across credit unions.The eGain knowledge base enables agents to provide quicker responses with greateraccuracy and consistency.
Flexible deployment and integration options were also a key requirement for TLC.With eGain OnDemand, TLC will be up and running quickly and has the option ofbringing the solution in-house later. eGain CTI Adapter provides easy integrationwith TLC's existing phone system, enabling the display of the appropriate creditunion screen and content based on call origination and other factors.
"With eGain we will address our primary service pain-points first and then build outour contact center capabilities to support our rapidly growing business," SeanHicks, TLC's General Manager, said. "eGain's solutions and services play a key rolein our future success."
"Effective, efficient, and consistent multichannel customer service is now moreessential than ever in the financial services industry sector," said Ashu Roy, CEOof eGain. "We are happy to welcome TLC to a long list of eGain OnDemand clients."
About LoanLink Center
The LoanLink Center was formed in 2002 by CUNA Mutual Group, the leading provider offinancial services to credit unions, and Appro Systems, Inc., the leading providerof comprehensive, automated credit risk management and financial technologies. In2005, CUNA Mutual Group assumed majority ownership of The LoanLink Center with morethan 30 of the state credit union leagues as minority owners.
The LoanLink Center offers credit unions outsourced services for phone lending,member services, indirect automotive processing, and internet lending, serving morethan 400 credit unions across the nation.
To learn more about The LoanLink Center visit www.theloanlinkcenter.com or call888-869-5552.
About eGain Communications Corporation
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand deployment. Trusted by prominent enterprises andgrowing midsize companies worldwide, eGain has been helping organizations achieveand sustain customer service excellence for more than a decade. 24 of the 50 largestglobal companies rely on eGain to transform their traditional call centers, helpdesks, and web customer service operations into multichannel customer interactionhubs. These hubs enable dramatically improved customer experience, unifiedmultichannel customer service, end-to-end service process efficiencies, and enhancedcontact center performance.
eGain ServiceÂ, the company's software suite, includes integrated, best-in-classapplications for web self-service, email management, knowledge management, chat andweb collaboration, automation of fax and paper-based service interactions, casemanagement, and service fulfillment. These robust applications are built on eGainService Management Platform (eGain SMPÂ), a scalable next-generation framework thatincludes end-to-end service process management, multichannel and multisite contactcenter management, and certified out-of-the-box integrations with leading callcenter, content, and business systems. eGain OnDemandÂ, the industry's first-everon-demand eService software, is a proven, robust and scalable solution that has beenused by companies of all sizes, in the last eight years, to rapidly build customerinteractions hubs.
Headquartered in Mountain View, California, eGain has an operating presence in 18countries and serves over 800 enterprise customers worldwide. To find out more abouteGain, visit www.eGain.com or call the company's offices: United States:800-821-4358; UK/Europe: 1753-464646.
*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group'sbull's eye reports on cross-channel, cross-lifecycle customer service - overallcapabilities, knowledge management, architecture and analytics
**Source: Rankings on ERMS in 2004 Forrester TechRankings on eService
eGain, the eGain logo, and all other eGain product names and slogans are trademarksor registered trademarks of eGain Communications Corp. in the United States and/orother countries. All other company names and products mentioned in this release maybe trademarks or registered trademarks of the respective companies.
Media contacts
eGain Carey Godbee Tel: 760-758-4406Email: godbee@b3communications.com
T he LoanLink CenterSean M. Hicks Tel: 888-869-5552 x1110Email: shicks@TheLoanLinkCenter.com
