Diversified insurance and financial services group accelerates omnichannel customer engagement with eGain

logo_egainPRESS RELEASE: eGain, the leading provider of cloud-based customer engagement solutions announced that a leading US-based insurance and financial services group of companies has deployed an eGain-powered customer engagement hub (CEH) in the cloud to accelerate sales and service across digital, contact center, and field channels. 

Diversified across property, casualty, life, and health insurance as well as an array of financial services, the carrier serves more than 1 million households and businesses in the US. The company wanted to deliver the highest levels of customer service, while scaling smart customer engagement across its websites, contact center, and field agents in a cost-effective manner. Implementing a CEH was the answer.

“The issue of customer care will become a more systemic theme across the enterprise as CIOs strive to hit their goal of retaining customers as a way to grow revenue; a CEH will be required to support these initiatives,” writes Michael Maoz, VP and Distinguished Analyst for Gartner in the report, titled, “Hype Cycle for CRM Customer Service and Support, 2013”, published on July 23, 2013.

The company selected eGain CEH for its unified engagement platform, stellar analyst ratings, cloud track record, and out-of-the-box integration with existing Cisco call center infrastructure. The group has already deployed a digital agent desktop for customer engagement through email, chat, click-to-call, and cobrowse. Web self-service and multichannel knowledge is being implemented now. The solution will drive omnichannel customer journeys through proactive and reactive engagement. Digital engagement through mobile and virtual assistant technology is also in the plan to round out the eGain-powered hub.