April 18, 2011, 2:03 PM

Prometric Leverages eGain in the Cloud for Online Customer Service

Global testing service uses Cloud edition of eGain for multilingual email and chat customer service with unique, pay-as-you-go investment model.

Mountain View, CA (April 13, 2011): eGain (EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, today announced that Prometric, Inc., global leader in secure testing and assessment services is using eGain in the cloud to offer multilingual email and chat customer service to test-takers and administrators in various countries. Moreover, Prometric is leveraging the Solution-as-a-Service (SLaaS) investment option, available for eGain’s cloud solution. The first offering of its kind in the industry, eGain® SLaaS™ allows businesses to eliminate two major risk factors in software investment: vendor lock-in and paying for shelfware.

Prometric wanted to complement its phone-based customer service with email and chat. However, the organization was not sure about customer interaction volumes and solution benefits. Nor did it want to get locked into a deployment mode, either cloud or on-site.

After an extensive evaluation of vendors, Prometric picked eGain. With eGain SLaaS, Prometric was able to go with a month-to-month, usage-based option, while using the best-in-class capabilities of the award-winning eGain solution. The pay-as-you-go investment model, along with the option to move to an on-site deployment if needed, gave Prometric the flexibility it wanted while implementing new customer service channels.     

The company went live with email in the first half of 2010, followed by chat later in the year.  These applications, built on a common multichannel customer interaction hub platform, are used by contact center agents distributed in the US, UK, Netherlands, India, Malaysia, and Japan to process hundreds of thousands of interactions every month. Using the eGain solution, Prometric now handles 23% more emails at 94% first-contact resolution. Moreover, with eGain-powered email customer service, Prometric has reduced contact center phone calls by 7%.  eGain’s multichannel, multilingual knowledge base ensures service consistency, while driving down Total Cost of Ownership (TCO).

“eGain has enabled us to provide effective, efficient, and consistent online service across email and chat through a cloud deployment to users in multiple countries,” said Shane King, Director, Global Contact Centers, for Prometric, Inc. “The unique investment and deployment flexibility offered by the solution will help meet our growing needs in a smart and cost-effective manner.”

 “Prometric’s need for multilingual, multichannel customer care without traditional vendor lock-in is perfectly served by our innovative eGain SLaaS proposition,” said Ashu Roy, Chairman and CEO for eGain. “We are delighted to earn the trust of an industry leader like Prometric to help them deliver high-quality service to their global customer base.”

eGain solutions have been available for cloud, on-site, or hybrid deployment for well over a decade. Details of eGain’s cloud solutions are available at http://www.egain.com/products/cloud.asp

Businesses that want to qualify for risk-free, cloud-based customer experience innovation with eGain SLaaS can get started by filling out the online form at http://www.egain.com/SLaaS

 

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