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The partnership will enable call centre agents to serve customers through phone, e-mail or Web-chat, by combining the services of both companies. Regardless of the customer's contact method, the agent will be able to remain in the same system, while viewing customer interactions, searching the knowledge base and responding to enquiries.
It is also thought that the partnership will increase productivity and reduce support costs at call centres.
Dublin-based Eware believes that the partnership will enable its customers to get a 'richer and fuller' solution.
"The partnership means that a customer will be looking at an Eware screen that will provide an interface to the Egain technologies that are underneath it. It will provide speedier solutions and knowledge," Gerry Carr, corporate marketing manager of Eware told ElectricNews.Net.
Egain provides customer service software for the Internet. It helps customers effectively deal with organisations through multiple channels, such as e-mail, live text-based chat and self-service. It also provides a knowledge base that will be able to generate an answer to a specific customer, based on previous permutations.
Egain set up Irish offices in September 2000. The offices in Dublin currently have a staff of five. Egain Ireland has been in talks with Eware, but no specific projects have been laid down yet. In addition to its Californian headquarters, Egain has offices in London and Sydney.
Eware provides integrated CRM solutions and e-business software. Its customer-base is mainly Irish and includes First Active and on-line auctioneering site Myhome.ie. The company employs a total of 75 people at its offices in Dublin, London, Munich, Amsterdam and Boston.
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