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Union Bank, N.A. Selects eGain to Deliver Knowledge-Powered Customer ExperiencesLeading Bank Will Use eGain's Award-Winning Knowledge Management Solution to Help Customer Service Professionals Find the Best Answer to Customer Queries Across Multiple Knowledge Sources (March 01, 2012)
SUNNYVALE, CA -- (Marketwire) -- 03/01/12 -- eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction software, today announced that Union Bank, N.A. has selected the eGain platform to implement the bank's enterprise-wide customer-facing knowledge strategy. Union Bank is a full-service commercial bank, providing an array of financial services to individuals, small businesses, middle-market companies, and major corporations. These services include banking, asset management, brokerage, loans, investments, and insurance. Union Bank is a member of the Mitsubishi UFJ Financial Group (MUFG, NYSE: MTU), one of the world's largest financial organizations.
Union Bank is committed to customer service excellence, and strives to provide fast, "one and done" customer service to consumers and business clients across a wide range of query types, customer segments, and product lines. It wanted to leverage existing knowledge sources and integrate them into a single platform to create a layer of guided navigation improving accessibility, and ultimately the customer experience. The bank also wanted to integrate the knowledge capability tightly with its CRM environment to improve the productivity of customer service professionals. Being a global organization with a Japanese parent, multilingual content management was also an essential requirement. Finally, it wanted the ability to easily activate new customer contact points such as email, web, social, and mobile.
The bank selected eGain for its comprehensive multichannel customer interaction platform as well as its market leadership, supported by marquee financial services clients and top ratings from premier technology analysts. "Delivering quality customer experiences across multiple touch points is our mission," said Grant Shear, VP of Enterprise Shared Services at Union Bank. "With eGain, we will be able to empower our customer service professionals with consistent and relevant knowledge across our expanding product portfolio and customer touch points."
"A well implemented knowledge management strategy adopted enthusiastically by frontline staff can be the difference between an average and a memorable customer experience," said Ashu Roy, eGain CEO. "We look forward to working closely with Union Bank on their customer experience initiative."
About UnionBanCal Corporation & Union Bank, N.A.
Headquartered in San Francisco, UnionBanCal Corporation is a financial holding company with assets of $89.7 billion at December 31, 2011. Its primary subsidiary, Union Bank, N.A., is a full-service commercial bank providing an array of financial services to individuals, small businesses, middle-market companies, and major corporations. The bank operated 414 branches in California, Washington, Oregon, Texas and New York, as well as two international offices, on December 31, 2011. UnionBanCal Corporation is a wholly-owned subsidiary of The Bank of Tokyo-Mitsubishi UFJ, Ltd., which is a subsidiary of Mitsubishi UFJ Financial Group, Inc. Union Bank is a proud member of the Mitsubishi UFJ Financial Group (MUFG, NYSE:MTU), one of the world's largest financial organizations. Visit www.unionbank.com for more information.
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales -- across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
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.
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