IVR

Ivobank, a banking organization that specializes in online payments and money transfers, announced that it has selected services from a provider of multichannel customer service and knowledge management software to power its customer service and support offerings.

 

The banking firm is using eGain Communications Corporation’s eGain Service suite to design, test, and go live with a new workflow without disrupting customer service operations. Incoming chats and e-mails are also routed to agent groups on the basis of language and subject matter, eGain said.

 

Ivobank also uses the Mountain View, Calif-based company’s secure e-mail module to offer customers an authenticated Web portal with secure e-mail inboxes to handle confidential e-mails, eGain said. The organization, which supports customers across seven countries and five languages from a single contact center, uses eGain mail and eGain chat, to manage e-mail and live chat customer service, respectively, officials said.

 

The solution offers Ivobank the chance to support telephone, e-mail, chat, SMS and self-service interactions using a unified multichannel and multilingual service experience to support its growing customer base.

 

“Ivobank’s decision to implement a complete suite of customer service and contact center software to set up a unified multichannel contact center rather than a traditional call centre, ensured they will not only experience seamless cross-channel customer experience, but also end-to-end service process efficiencies, which is crucial in today's tight economic times,” Andrew Mennie, general manager for Europe, Middle East and Africa at eGain, said in a statement.

 

In other news, eGain recently announced  the launch of a new voice self-service solution, eGain IVR, or interactive voice response service, which enhances phone self-service experiences by adding human-like intelligence to IVR and unifying it with other interaction channels, including Web self-service. The solution is part of eGain’s suite for multichannel customer service, eGain Service, and reduces the cost ownership of multichannel self-service and customer service operational costs, while letting end-customers accomplish more through IVR, the company said.

 

The service comes in two options. The first, eGain IVR Standard handles informational and transactional customer service queries using the eGain CIH platform, such as the common multichannel knowledge base, interaction records, customer database, and integration with backend systems, the company said. The second option includes eGain IVR Advanced. In addition to the standard solution, it includes the “Guided Help” module, which uses the patented CBR technology of eGain Inference Reasoning Engine.

 

IVR systems are often known to frustrate users .But by allowing interactive dialogs that simulate customer conversations with human agents, the module lets businesses offer self-service for complex interactions that would usually need the intervention of experts, eGain said. Such examples include troubleshooting, offering expert advice, and cross-selling and upselling within the context of service.