UK National Lottery operator uses eGain’s chat and knowledge management solutions to enhance digital customer service experience
Sunnyvale, CA and Slough, UK (February 1, 2016): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that Camelot UK Lotteries Limited (‘Camelot’) has selected it for proactive, knowledge-guided consumer web chat as part of the company’s ongoing digital transformation initiative.
Camelot operates the UK National Lottery, which is Europe’s most cost-efficient major lottery as well as the largest online lottery in Europe in terms of sales. In operating The National Lottery, Camelot delivers, on average, over £34 million each week to Good Causes and, to date, National Lottery players have raised over £34 billion for lottery-funded projects.
With over seven million players, national-lottery.co.uk is one of the top 10 e-commerce sites in the UK. However, much of its customer service is currently provided over the phone. As the first step, Camelot has deployed eGain Superchat™ to provide real-time service to players, while making intelligent, contextual offers for service. Moreover, the deployment will include eGain’s award-winning omnichannel knowledge platform, which will enable Camelot to provide intelligent and consistent service across voice and digital touchpoints, while further improving efficiencies by shifting interactions from voice to digital.
“Digital and knowledge are a one-two punch in transforming customer service,” said Ashu Roy, eGain CEO. “We look forward to helping Camelot with its digital journey in order to boost revenue, reduce costs, and contribute even more to the Good Cause projects that the UK National Lottery was set up to support.”
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