UK online payment and banking services provider Ivobank has teamed up with US provider of customer interaction hub (CIH) software eGain Communications to leverage the latter's eGain Service suite for its customer service operations.
The suite supports telephone, email, chat, SMS and self-service interactions, allowing the UK online bank to ensure unified multichannel and multilingual services for its local and international customer base.
Ivobank currently supports customers across seven countries and five languages from a single contact centre, which is set to deploy eGain Mail and eGain Chat in order to manage email and live chat customer service, respectively. The common multichannel foundation, eGain OpenCIH Platform, allows the same knowledge base, customer information and interaction history to be available to all agents, irrespective of the interaction language or channel.
Ivobank is also set to deploy the eGain Secure Email module to offer customers an authenticated web portal with secure email inboxes. Ivobank has also announced plans to add web self-service capabilities to their eGain Service deployment.
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