Quixtar improves customer support email response time and efficiency with eGain Service
Released on = April 6, 2006, 11:12 am
Press Release Author = eGain Communications
Industry = Software
Press Release Summary = Leading online retailer improves service to network of Independent Business Owners and their customers with eGain MailT
Press Release Body = Mountain View, Calif. (April 6, 2006): eGain Communications Corporation(OTC BB: EGAN.OB), provider of the industry\'s top-rated* customer service and contact center software for in-house or on-demand deployment, announced today that Quixtar, the number one online retailer of health and beauty products, has cut customer support email response time with its deployment of eGain® MailT, the industry\'s top-rated email management software**.
Quixtar offers a large network of Independent Business Owners (IBOs) the ability to have web-based businesses of their own. Quixtar provides IBOs access to exclusive brands like NUTRILITE® vitamins and dietary supplements and ARTISTRY® skin care and cosmetics, hundreds of nationally recognized brands, and more than 100 Partner Stores such as Barnes & Noble.com, Circuit City, and Office Depot. With eGain Mail, Quixtar manages inbound and outbound email through its Customer Support area more efficiently.
eGain Mail works with Quixtar\'s use of Amdocs ClarifyCRM customer relationship management software to provide Quixtar Customer Care Associates (CCA) an integrated view of each customer\'s interactions with Quixtar. When Quixtar launched its improved website in 2004, web traffic increased, resulting in a spike in emails to Customer Support. Quixtar was able to handle the increased demand and cut response times through rule-based routing and resolution processes, modeled with eGain\'s workflow engine. In other words, eGain Mail sorts emails received by Quixtar Customer Support and routes them to the CCAs, who can respond most efficiently based on email topic and each CCA\'s email and call queue. eGain Mail\'s web architecture also enables CCAs to access their system from work or home. Quixtar expects to be able to handle a further 50% increase in email traffic without increasing overall service costs.
\"Over 70 percent of our sales of more than $1 billion come through the web channel. It is absolutely essential for us to be very responsive to IBOs via email,\" said Heather Anderson, Chief Information Officer at Quixtar. \"eGain provides an out-of-the-box solution with all the necessary tools for us to integrate all our customer contacts. The simplicity and comprehensiveness of their system has enabled us to deploy it rapidly, while leveraging our existing call center infrastructure.\"
\"The retail sector continues to experience explosive growth in customer and partner interactions through electronic channels. Moreover, many of these interactions span multiple touch points, requiring businesses to implement multichannel interaction hubs that deal with both email and phone inquiries,\" said Ashu Roy, CEO of eGain. \"We are pleased to help Quixtar not only handle the increased service volume but also provide effective multichannel customer service.\"
About Quixtar Quixtar Inc., (www.quixtar-inc.com) a subsidiary of Alticor Inc., is a business opportunity company that offers entrepreneurs the ability to have a web-based business of their own. Through Quixtar\'s Independent Business Ownership Plan, individuals are rewarded for product sales resulting from their business-building efforts.
Since 1999, Independent Business Owners powered by Quixtar have generated more than $5.7 billion in sales, earning in excess of $1.7 billion in bonuses and other incentives. Their efforts have made Quixtar the number one retailer in the online Health & Beauty category based on sales, and 14th among all ecommerce sites, according to Internet Retailer\'s \"Top 400 Guide.\"
Based near Grand Rapids, Mich., Quixtar currently supports independent businesses in the US, Canada, Puerto Rico, and various trust territories and independent island nations in the Pacific and Atlantic Oceans and Caribbean Sea. Quixtar Canada Corp. headquarters are located in London, Ont., Canada.
About eGain Communications Corporation eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact center performance.
eGain ServiceT, the company\'s software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, chat and web collaboration, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on eGain Service Management PlatformT (eGain SMPT), a scalable next-generation framework that includes end-to-end service process management, multichannel and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems. eGain OnDemandT, the industry\'s first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes, in the last eight years, to rapidly build customer interactions hubs.
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: 800-821-4358 (United States), 1753-464646 (UK and rest of Europe).
*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group\'s bull\'s eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics **Source: Rankings on ERMS in 2004 Forrester TechRankings on eService
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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