OTP Bank Selects Knowledge Management Solution

eGain have announced that OTP Bank has selected eGain for omnichannel customer service.

The bank tried out eGain’s solution as part of eGain Try+Buy consumption model, which is a risk-free production pilot with no obligation to buy and no-charge guidance for success. Happy with the agent experience the tool enabled, the bank decided to move forward with the investment.

eGain’s AI and knowledge capabilities, coupled with the combined implementation expertise of eGain and Pattern Digital Consulting, will enable OTP Bank’s agents to provide improved service that is compliant with industry regulations.

“Our customers expect their requests to be managed in a fast, consistent and seamless way. And they want a single right answer regardless of channel,” said András Kuhárszki, director, Digital Sales and Development Directorate of OTP Bank.

“A unified, omnichannel system to manage interactions and knowledge enables great customer experiences across touchpoints.”

“Through the use of this new tool, we also expect agent satisfaction to grow, another critical KPI for us.  We believe we have selected the best solution in the market, and we plan to transform how our customers and agents can access relevant knowledge in a perfectly seamless way.”

“We understood that the introduction of eGain knowledge tools is not a project, it is a new way of working that will transform experiences for our customers and agents alike,” Mr Kuhárszki added.

“The inability to serve customers across both digital and traditional channels in a consistent and transparent manner is typically the major customer experience blocker in most sectors we have worked in,” said Tamás Gögge, co-founder at Pattern Digital Consulting.

“We believe knowledge management, combined with eGain’s process flows for guided service and engagement, are powerful concepts to make a meaningful difference in this area.”

“The millennial workforce struggles with traditional tools to navigate the maze of information, regulatory compliance, and complex processes in a bank. eGain AI delivers GPS-style guidance, so they can deliver outstanding customer experience,” said Ashu Roy, eGain CEO.