Symetra deploys eGain Knowledge to transform customer service

PRESS RELEASE: eGain, the leading provider of cloud-based customer engagement solutions announced that Symetra Financial Corporation, a leading provider of diversified financial and insurance products, deployed eGain’s award-winning solution for guided knowledge to provide superior customer service.

A pioneer in its domain, Symetra serves 1.7 million customers nationwide, through a network of independent advisors, brokers, and agents. Wanting to extend its differentiation from products to customer service, the company deployed eGain Knowledge.

The goal is to make its contact center agents effective and efficient in answering customer queries, which cover a broad range of topics:

  • Information on portfolio of products, coverage and claims
  • “How to” help for transactions
  • Advice on what products to buy

“As routine queries get automated, contact center agents have to proactively advise, not just respond,” said Ashu Roy, eGain CEO. “Our knowledge solution has a track record of guiding service reps to best answers in the face of product proliferation, while eliminating the need for on-going training.”