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Video Demos
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eGain 10 demos
Customer - Joe Smith
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Administrator - Mary Robinson
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Contact center agent - Eileen Kopp
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Knowledge author - Matt Parker
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Contact center manager - Nancy Price
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Offer manager - Lisa Thompson
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Social manager - Doug Wilson
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eGain Service demos
Setting:
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MoneyBank, an international
banking and financial services company |
Perspectives:
| 1. |
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Doesn't
own a home |
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Interested
in MoneyBank's mortgage offerings |
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| 2. |
| Mary
Robinson, eGain Service
Administrator |
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Sets
up business processes and users |
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| 3. |
| Eileen
Kopp, Contact Center
Agent |
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Handles
loan applications |
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Also
handles other types of customer
requests |
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| 4. |
| Sara
Parker, Knowledge Content
Author |
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Manages
the content in the MoneyBank knowledge
base,
which is accessed by customers
as well as agents |
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Adds
new content |
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Links
to existing content in external
systems |
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| 5. |
| Tim
Roth, MoneyBank Access
Author |
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Manages
access to knowledge base content |
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Sets
up guided Q&As for customers
as well as agents |
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Creates
virtual agent access |
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| 6. |
| Bob
Jones, Contact Center
Supervisor |
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Monitors
service levels |
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Manages
Eileen Kopp and other agents in
the Mortgage Department |
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| 7. |
| Nancy
Price, Contact Center
Manager |
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Manages
customer service processes |
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Monitors
service levels and customer satisfaction |
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The
complete eGain Service at MoneyBank
story |
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