eGain, the leading provider of cloud-based customer engagement solutions announced that American Eagle Financial Credit Union, a full-service financial institution, selected eGain Knowledge+AI to provide member service across contact centers and branch offices.
A cooperative owned by members, American Eagle FCU has served generations of customers since 1935. As the institution continues to grow, call volumes are expected to rise 10% annually over the next five years. At the same time, customer service agents will need to remain proficient in their knowledge of multiple products while delivering accurate and consistent service that is compliant with regulations and best practices.
Because of these trends, American Eagle FCU conducted a search for an omnichannel knowledge management system – an application designed to capture all the information within an organization and make it easily available to employees, especially customer service, as well as website visitors. The Credit Union selected eGain based on its rich functionality, consultative guidance, and proof points.
“Providing consultative service across broad financial product portfolios with rich features requires agents to grow 30-pound brains,” said Ashu Roy, eGain CEO. “We are delighted to make it easy for American Eagle FCU employees to serve their members.”
In the initial roll-out, on-site and remote agents in American Eagle FCU’s Member Contact Center, Loan Phone Center, Operations Resource Center, and Mortgage Department will use eGain to serve members across contact centers and retail branches. The company subsequently plans to offer more robust digital service capabilities through its web site.