Microsoft Ltd. Appoints eGain - eGain Communications Corp and Microsoft Ltd - Brief Article

Information Superhighways Newsletter, June, 2001

eGain Communications Corp., a provider of customer service software for the Internet, announced that Microsoft Ltd. has achieved a 10 percent increase in customer satisfaction and a 28 percent reduction in escalations to second line support at its UK customer contact center, thanks to initiatives that include the implementation of the customer service knowledge solution, eGain knowledge. With eGain Knowledge, Microsoft ensures that all information for technical and non-technical issues is at the agent's fingertips to. provide a consistent and improved quality of service.

From listening to their customers, Microsoft know they needed to improve consistency and quality of customer experience at the contact center. eGain supplied a solution that would provide structured and easy access to its knowledge base for both technical and non-technical agents. Having evaluated all players in the burgeoning eCRM market, Microsoft appointed eGain. Its superior technology and development strategy matched Microsoft's goals.

eGain Knowledge provides Microsoft with a natural, conversational based interface, allowing agents to access information and deliver answers to customers faster. Skilled specialist (and non-specialist) agents are now able to deal with a much broader range of issues and satisfy more customers at the first call than ever before. The user-friendly solution also decreases the amount of training time needed for a new agent to be able to handle a wide range of calls confidently. As a result, Microsoft has witnessed higher customer satisfaction.