Recommended: System Errors? Click here to Fix your PC »
Yorkshire Building Society has selected eGainÂ's knowledge management software tosupport fast and quality customer service delivery across its entire product range.An additional objective of the implementation is to demonstrate the SocietyÂ'scompliance to risk management as part of BASEL II regulations.
Robert Matthews, Head of Strategic Liaison, Yorkshire Building Society, commented: We have achieved the prestigious accolade of  Lender of the YearÂ' by MortgageMagazine for the last two years and are always looking at ways to better serve ourcustomers. In this highly competitive market, providing fast and accurateinformation is key. eGain will enable us to continue to improve our service deliveryby developing a collaborative approach to knowledge sharing and then making thisavailable enterprise-wide in the most intuitive way possible.Â
eGain was selected in November 2006, following a competitive pitch against othercompanies operating within the same field. eGainÂ's solution will replace YorkshireBuilding SocietyÂ's existing intranet based knowledge repository. The implementationwill enable Yorkshire Building Society to review and improve its processes, progresschange requirements quickly and flexibly, and keep the SocietyÂ's vast amount ofinformation up-to-date and easily accessible through keyword searches. Designing theinformation delivery from the customerÂ's perspective will enable the Society toprovide the right information to clients, promptly.
eGainÂ's knowledge management solution is being implemented for Yorkshire BuildingSocietyÂ's Savings information in the first instance. This pilot is due to go live inJanuary for 2,000 users, with over 750 knowledge articles authored and available foraccess. Thereafter it will be rolled out across all products and services and willbe used by all 2,400 of the SocietyÂ's multi-disciplined contact centre and branchstaff, to support customer services across their 1.25 million customer accounts.
Andrew Mennie, General Manager and Vice President EMEA, eGain said:  We are thrilledto see Yorkshire Building Society embrace the broader benefits of eGainÂ's knowledgemanagement software. It is an excellent tool for validating risk management anddemonstrating control of procedures. The Society is again proving itself to be veryforward-thinking in this implementation .
* Source: 2005 Patricia Seybold GroupÂ's bullÂ's eye report on cross-channel,cross-lifecycle customer service  overall capabilities, knowledge management,architecture and analytics; 2005 Forrester Wave report on eService.
About eGaineGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand SaaS deployment. Trusted by prominent enterprisesworldwide, eGain has been helping businesses achieve and sustain customer serviceexcellence for more than a decade. 24 of the 50 largest global companies rely oneGain to transform their traditional call centers, help desks, and web customerservice operations into multichannel customer interaction hubs. These hubs enabledramatically improved customer experience, unified multichannel customer service,end-to-end service process 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 companyÂ's offices: 800-821-4358 (UnitedStates), 1753-464646 (UK and rest of Europe).
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, cobrowsing, email,fax, postal mail, notification management, call tracking and resolution, knowledgemanagement, and service fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is built oneGain CIHÂ Platform, the industry's most comprehensive, integrated and flexiblecustomer interaction 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
Media contactseGain UKKerry Hallard / Nicola Craft Buffalo Communications LtdTel: +44 (0) 207 292 8680Email: egain@buffalo.co.uk
Melody CurtiseGain Communications LtdTel: +44 (0) 1753 464687Email: mcurtis@egain.com
