57.5% of all shoppers use the omnichannel service, but only 31.6% describe it as being a smooth process, according to a new report.
eGain’s award-winning applications for interactive service through email, phone, social, and web channels in multiple languages to be utilized.
Mountain View, CA (July 12, 2011): eGain (EGAN.OB), the leading provider of cloud and on-site customer interaction software, today announced that Canon U.S.A., Inc., a leader in digital imaging, has selected the eGain® 10 software suite for multichannel customer service. This multilingual deployment will cater to the needs of both consumers and business customers through phone, email, social, and web channels.
Consistent with its best-in-class digital imaging products and solutions, Canon plans to deliver multichannel customer service with eGain technology. Moreover, Canon will be able to leverage eGain for service in multiple languages—English, French, Spanish, and Portuguese—from the same deployment. The solution deployed includes the following applications:
- eGain Chat™ for proactive and reactive chat
- eGain Mail™ for email response management
- eGain KnowledgeAgent™ (Advanced) for contact center knowledge management, including Case-Based Reasoning (CBR)
- eGain SelfService™ (Advanced) for customer web self-service, including CBR
A highlight of the contact center knowledge management and web self-service applications is the eGain Multisearch™ capability. Unmatched answer findability is provided through the simple search box, which brings together federated content and multiple access methods (keyword and natural language search, dynamic FAQs, question matching, topic tree browsing, and guided help) and offers them with GPS-style navigation. These eGain applications will enable agents to resolve a broad range of pre-sales and post-sales customer queries, while empowering customers with the same capability through web self-service.
“Canon customers are using a variety of agent-assisted and self-service interaction channels,” said Joseph Warren, Vice President and General Manager, Customer Support Operations, for Canon U.S.A. “With eGain 10 and its underlying Customer Interaction Hub platform, our customer service will be consistent, effective, and efficient across all touchpoints. Moreover, we can plug in new communication media as customer preferences evolve.”
“Businesses committed to customer service and interactive sales excellence need to provide ‘joined up’ customer experiences across touchpoints,” said Ashu Roy, eGain Chairman and CEO. “By co-innovating with a blue-chip client like Canon, we look forward to enabling customer interactions that are both delightful to customers and profitable for the business.”
Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions. Its parent company, Canon Inc. (NYSE:CAJ), a top patent holder of technology, ranked fourth overall in the U.S. in 2010†, with global revenues of more than US $45 billion and is listed as number five in the computer industry on Fortune Magazine’s World’s Most Admired Companies 2011 list. Canon U.S.A. is committed to the highest levels of customer satisfaction and loyalty, providing 100 percent U.S.-based consumer service and support for all of the products it distributes. At Canon, we care because caring is essential to living together in harmony. Founded upon a corporate philosophy of Kyosei – “all people, regardless of race, religion or culture, harmoniously living and working together into the future” – Canon U.S.A. supports a number of social, youth, educational and other programs, including environmental and recycling initiatives. Additional information about these programs can be found at www.usa.canon.com/kyosei. To keep apprised of the latest news from Canon U.S.A., sign up for the Company’s RSS news feed by visiting www.usa.canon.com/rss.
eGain (EGAN.OB) is the leading provider of cloud and on-site customer interaction software for sales, marketing, and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain software, visit http://www.egain.com/products/index.asp.