EGain Communications, a vendor of customer service and contact center software for in-house or on-demand SaaS deployment, has announced the availability of eGain Service 7.6 software suite in Dutch, German, French, Italian and Spanish.
There are plans to include support for additional languages in 2008. EGain also plans to deploy local language versions of its Web site in the near future.
The new language capability is meant to let eGain's enterprise customers in EMEA provide customer service and support through a local language user interface within and across an array of interaction channels, including the phone, Web self-service, chat and co-browsing, as well as e-mails, faxes and post, and short message service (SMS).
Moreover, the product comes with out-of-the-box local language user interfaces and enables multi-lingual customer service from a single deployment, company officials say, "reducing the need for additional professional services and installations, and the total cost of ownership
for its clients."
This announcement follows a number of recent eGain projects across Europe, including the opening of a Dutch office, the signing of many European reseller and SI partnerships and a global OEM agreement with Cisco.
Earlier this month eGain announced a free Best Practice Assessment Study, eGain BPAS, available to enterprise contact centers to support the Customer Service Week.
"Devoted to recognizing the importance of customer service and honoring the people on the front lines of the service revolution, Customer Service Week is an international event that was started by the International Customer Service Association in 1988," eGain officials say. Chips and beer for all.
EGain BPAS is described by company officials as "a no-cost, no-obligation offer that provides an assessment of the objectives of the customer service organization or contact center and how they map to the strategic goals of the business," as well as the "use of customer service best practices used by companies known for distinctive customer service" and "the gaps in technology, process and people that the organization needs to address in order to achieve its objectives."
The eGain BPAS engagement means a contact center or customer service best practices "expert" from eGain, company officials explain, will spend one or two days on site to conduct the assessment -- "this will entail interviews with stakeholders such as contact center managers and executives, technologists and contact center agents."
Within four weeks of the on-site visit, eGain will provide a BPAS report that will not only include an assessment and gap analysis but also a step-by-step road map for "customer service innovation and excellence.”
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David Sims is a contributing editor for ContactCenterSolutions. To see more of his articles, please visit his columnist page.