Navman offers innovative customer service options through eGain OnDemand™ (email this article)

SLOUGH, UK and MOUNTAIN VIEW, CALIF. (November 3, 2005) - eGain Communications Corporation (Company Profile, Past Stories, Case Studies) (OTC: EGAN.OB), provider of the industry’s top-rated customer service and contact centre software* for in-house or on-demand deployment, today announced that Navman, the world’s leading manufacturer of global positioning system (GPS) products, has built a trendsetting customer interaction hub with eGain OnDemand™, the hosted version of applications in eGain’s customer service software suite, eGain Service™. The hub enables Navman to offer high quality service in eight languages through multiple interaction channels in a very cost-effective manner.

Navman is a world leader in the design, manufacture and marketing of GPS technology products. Established in 1988, the New Zealand-based company provides a diverse range of GPS solutions across wide ranging industries including marine, automotive, outdoor sports, fleet management and OEM markets.

In recent years, Navman has seen a rapid growth in demand for its products, with GPS technology becoming affordable. As it becomes more mainstream, the technology generates questions from customers, causing an exponential growth in demand for customer support. To meet this demand, Navman needed a new system to deal with high volumes of inquiries quickly and cost-effectively. The solution had to be easy-to-use for staff and customers, powerful enough to handle queries in eight different languages across three continents, and available 24x7.

Ten leading customer service and CRM solutions were considered. eGain’s service management platform and applications for web self-service, email management, and knowledge management were chosen because of their comprehensive functionality and the ability of the eGain Service suite to enable a unified customer interaction hub.

eGain OnDemand enabled Navman to build the multichannel customer interaction hub in very little time. Highlights of the hub are:

§ Unified multichannel customer service experience in eight languages (English, Danish, Dutch, French, German, Italian, Spanish, and Swedish). Escalation from one interaction channel to another is seamless.
§ Streamlined customer interaction processes across the business with eGain’s powerful workflow designer. Effective routing and tracking along with metrics ensure service levels are met.
§ Consolidated customer data and interaction history across channels.
§ Common knowledge base for all languages and interaction channels.
§ Adaptive knowledge access including self-service: Self-service users and contact centre agents can choose from a range of knowledge access options—browseable topic tree, basic and advanced search, dynamic FAQ lists, and lists of new and recently updated articles. Users can provide feedback and even submit new articles.
§ Adaptive workflows to automate knowledge creation and management, based on ongoing performance of the knowledge base. For instance, tasks are automatically generated to fine-tune, modify or delete content.

The investment in eGain paid off within the first month. Benefits achieved include a reduction of email and phone volume through increased self-service usage, 50% reduction in average response time for agent-assisted service, increase in sales, and increase in agent confidence in answering customer questions.

“Our customer support team has embraced eGain’s technology,” said Bruce Swan, European Helpdesk Manager at Navman. “The team takes great pride in knowing that it provides one of the highest levels of customer support in the GPS industry.” “We, too, are very proud of the Navman customer interaction hub,” said Ashu Roy, CEO of eGain. “Technology leaders such as Navman drive us to enable customer service and contact centre innovation on demand.”

About eGain
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact centre software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsized companies worldwide, eGain has been helping organisations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centres, help desks and web customer service operations into multichannel customer interaction hubs, and extend their service-based competitive advantage. eGain Service™ 7, the company’s software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowse, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact centre management and certified out-of-the-box integrations with leading call centre, content, and business systems. Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company’s offices: United States: 800-821-4358; UK and Europe: 1753-464646.

About Navman
Navman is a recognised world leader in the design, manufacture and marketing of Global Positioning System (GPS) technology products. Established in 1988, the New Zealand-based company provides a diverse range of GPS solutions across wide ranging industries including marine, personal GPS, fleet management and OEM markets. Satellite navigation technology has been a core technology for Navman's products since inception. The company recognises the need for applications in transportation, recreation, survey and personal information. Navman New Zealand has received a number of awards, including New Zealand's Supreme Exporter of 2002, and the 2002 HiTech Supreme Award. It is part of Brunswick New Technologies, a unit of U.S.-based