Today, eGain Communications announced that Union Bank, N.A. has selected eGain’s platform to implement its enterprise-wide customer-facing knowledge strategy. Union Bank, a full-service commercial bank, provides its customers with an assortment of financial services tailored for individuals, small businesses, middle-market companies, and major corporations, including banking, asset management, brokerage, loans, investments, and insurance. Union Bank is a member of the Mitsubishi UFJ Financial Group.

Desiring to leverage existing knowledge sources and integrate them into a single platform, Union Bank selected eGain for its comprehensive multichannel customer interaction platform as well as its market leadership, which is supported by marquee financial services clients and top ratings from leading technology analysts. In addition to creating a layer of guided navigation, thereby improving accessibility and customer experience, the bank additionally desired to tightly integrate the knowledge capability with its CRM environment to improve the productivity of its customer service specialists. Multilingual content management was also an essential need, as Union Bank is a global organization with a Japanese parent. The bank additionally wanted the capability to easily activate new customer points of contact like e-mail, Web, social and mobile.

eGain leads the industry in providing cloud and on-site customer interaction hub software. For more than 10 years, the company’s solutions have improved customer experience, service, and sales across Web, social, and phone channels, and eGain has transformed fragmented sales engagement and customer service operations into unified Customer Interaction Hubs for hundreds of the world’s largest companies.

For more information, visit the company’s Web site at www.eGain.com

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