Released on: June 26, 2008, 11:25 pm

Press Release Author: eGain Communications

Industry: Software

Press Release Summary: International health insurer selects eGain's email management
solution for increased contact centre efficiency and superior multilingual customer
service

Press Release Body: International health insurer selects eGain's email management
solution for increased contact centre efficiency and superior multilingual customer
service
Mountain View, CA and Slough, UK (June 26, 2008) - eGain (OTC BB: EGAN.OB), the
leading provider of multichannel customer service and knowledge management software
on-premise or on-demand, today announced that Allianz Worldwide Care, the
international health insurance provider, has selected eGain's email management
product to improve the efficiency and quality of customer service. eGain® MailT is
set to alleviate the demands of email communication between Allianz Worldwide Care's
contact centre and its international customer base by automating customer service
processes to further increase agent efficiency and service quality, while reducing
management complexity.
Since its inception in 2000, Allianz Worldwide Care has grown rapidly and, in line
with this, the volume of email traffic between Allianz Worldwide Care and its
clients has increased dramatically. Allianz Worldwide Care selected eGain to provide
a solution that would not only improve email handling, but also streamline and
enhance management and reporting processes. James Carroll, CIO at Allianz Worldwide
Care, explains, "Compiling information and statistics from our current email
solution to analyse and manage email customer service performance was
time-consuming. There was still a degree of manual processes and we wanted a
complete and accurate picture of email flow and service performance across the
organisation. eGain MailT, a more sophisticated email management solution, will not
only integrate our disparate email communications and automate manual processes, but
also provide powerful monitoring and reporting tools."
eGain Mail will enable Allianz Worldwide Care to predefine workflows to monitor and
manage incoming email enquiries. After parsing the content of incoming email
queries, eGain Mail will automatically route the enquiry to the most appropriate
agents within the organisation. In addition, eGain Mail will further increase the
efficiency and productivity of Allianz Worldwide Care's customer service agents by
providing "templatised" answers in multiple languages from a centralised knowledge
base. Carroll continues;
"We provide a 24/7 helpdesk service for customers worldwide from just one contact
centre based in Ireland. A multilingual knowledge base was a critical requirement
for us to provide consistent customer responses across the five languages that we
use to interact with our customers. eGain Mail will enable us to restructure the
flow of the email enquiries that we receive from all over the world to ensure
queries are resolved quickly and effectively 24/7. Through eGain, we will be
introducing a level of standardisation across our customer service channels, which
will enable even greater accuracy and efficiency in our customer responses and
increase the productivity levels of our service operations as a whole."
eGain Mail will be piloted in Allianz Worldwide Care's in Autumn 2008 and, following
this, the solution will be fully rolled out across the organisation's helpdesk.
About eGain (www.eGain.com)
eGain (OTC BB: EGAN.OB) is a leading provider of multichannel customer service and
knowledge management software for in-house or on-demand SaaS deployment. For more
than a decade, the world\'s largest companies have relied on eGain to transform their
traditional call centres, help desks, and web customer service operations into
multichannel customer interaction hubs. Based on the Power of OneT, the concept of
one unified platform for multichannel customer interaction and knowledge management,
these hubs enable dramatically improved customer experience, end-to-end service
process efficiencies, increased sales, and enhanced contact centre performance.
Headquartered in Mountain View, California, eGain has an operating presence in 18
countries and serves more than 800 enterprise customers worldwide. To find out more
about eGain, visit www.eGain.com or call the company\'s offices: 800-821-4358 (US
headquarters), 1753-464646 (UK and Continental Europe).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks
or registered trademarks of eGain Communications Corp. in the United States and/or
other countries. All other company names and products mentioned in this release may
be trademarks or registered trademarks of the respective companies.
About Allianz Worldwide Care
Allianz Worldwide Care specialises in providing international health insurance for
employees, individuals and their dependants, wherever they are in the world. Allianz
Worldwide Care is the only international health insurance provider to offer a
48-hour turnaround on submitted medical claims, under its "Clear to Zero" claims
handling initiative. With a 97% client retention rate and a customer base that
includes many of the European Fortune 500 companies, Allianz Worldwide Care
continues to build a reputation for service excellence in international healthcare.
As an A- rated (Standard & Poor's) wholly owned subsidiary of AA rated Allianz SE,
the company is able to draw on the resources and expertise of one of the world's
leading insurers and financial services providers. Founded in 1890, today the
Allianz Group is one of the leading global services providers in insurance, banking
and asset management. With approximately 181,000 employees worldwide (as of March
31, 2008), the Allianz Group serves more than 80 million customers in approximately
70 countries. Allianz ranks number 19 in the Global Fortune 500 (and number 9 in
Europe's Top 50). In fiscal 2007 the Allianz Group achieved total revenues of over
102 billion euro.



For further information contact:
Jennifer Manning/Lara van
Eijkern
Cohesive Communications

01291 626200

egain@cohesive.uk.com



Web Site: http://www.egain.com

Contact Details: Jennifer Manning/Lara van Eijkern

Cohesive Communications
01291 626200

egain@cohesive.uk.com