eGain Fuels Knowledge-Powered Customer Service at British Gas


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Leading energy supplier increases first contact resolution rate with eGain’s pioneering knowledge management solution
Slough, UK – 1st October 2009 – eGain (OTC BB: EGAN.OB), the leading provider of on-site and on-demand multichannel customer service and knowledge management software, today announced that British Gas, the UK’s foremost energy provider has implemented eGain® KnowledgeAgent™ (Advanced). Powered by eGain’s patented Case-Based Reasoning (CBR) technology, the knowledge management system is significantly increasing first contact resolution and customer satisfaction rates across the British Gas Pay As You Go Energy™ (PAYGE) division.
PAYGE has over 700 contact centre agents, dealing with a wide spectrum of complex enquiries every day. British Gas PAYGE chose eGain KnowledgeAgent (Advanced) to improve customer experience, contact centre agent productivity and first-contact resolution across the PAYGE division. David Brand, Head of Transformation & Change at British Gas PAYGE, explained, “Our customer propositions and range of services are varied, which can result in complex queries that raise a multitude of different customer issues and outcomes. In order to reduce the high repeat call rates and increase first call resolution, we had to take on the challenging task of moving from our existing intranet solution to a more sophisticated knowledge base that would enable all of our agents to find the right solution at the right time, and it was clear eGain had the experience and technology to help us achieve this.”

British Gas PAYGE initially deployed the on-demand version of eGain KnowledgeAgent (Advanced), enabling it to get the new service operational and benefitting customers quickly, without the necessity of extensive IT resources. In the pilot phase alone, British Gas PAYGE witnessed an improvement in its customer service operations increasing customer satisfaction scores by 7%. Brand commented, “We quickly realised we had a solution that was very easy to navigate and increased agent efficiency. During the pilot phase, repeat calls on energy consumption, fault resolution and meter queries were reduced by 16-17%, and call wrap-up times were down by 29 seconds per call.”
Having determined the business value of the eGain solution, British Gas then made the transition from an on-demand to an in-house deployment, rolling-out eGain KnowledgeAgent (Advanced) across all its PAYGE service teams. The solution ensures fast, consistent and accurate answers to complex queries by providing agents a range of ways to get to information in the knowledge base. It includes the Guided Help module, which uses the eGain Inference® Reasoning Engine to help all agents handle interactions the way an expert agent would.
The eGain solution has also reduced the number of field service visits across the division. Through more effective call diagnosis, British Gas PAYGE has cut the number of unwarranted service call-outs and is reviewing the possibility of extending the eGain solution across other divisions of British Gas.
Andrew Mennie, General Manager of eGain EMEA explained, “For a household brand like British Gas, where service is such a key differentiator, choosing proven solutions for contact centre implementations is critical to success in a competitive environment. eGain has been delivering innovative knowledge-powered customer service solutions to enterprises for well over a decade, and this enables us to apply the highest levels of experience and expertise to organisations like British Gas today. This is a great example of a large utility organisation making use of powerful and intelligent knowledge base technology to provide value-added services and engender loyalty across its customer base.”
About British Gas
British Gas is the nation’s leading energy supplier with more people choosing British Gas to supply energy to their homes than any other supplier.
British Gas is a British owned company. As part of the Centrica Group, it provides gas, electricity and home repair services to millions of customers in Scotland, Wales and England. British Gas is the UK’s leading energy and Home Services provider.
British Gas is committed to providing the best value energy and the highest quality services expertise in the country.
About eGain KnowledgeAgent
Proven in the enterprise market for two decades, eGain KnowledgeAgent guarantees high-quality customer service by infusing customer service agents with knowledge, making them as productive and informed as the best agents. The solution ensures fast, consistent and accurate answers to customer queries by providing agents and other users a range of ways to get to information from a common multichannel knowledge base. These access methods include dynamic FAQs, search, browse and guided help.
The only solution with both on-site and on-demand success for over a decade, eGain KnowledgeAgent is also available for multichannel self-service through the Web and IVR. More information about eGain’s knowledge management solutions is available at
About eGain
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centres, help desks and web customer service operations into customer interaction hubs (CIHs). Based on the Power of One™, a common platform for multichannel interaction management and knowledge management, eGain solutions help improve customer experience and optimize contact centre performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA) or +91-(0)-20-6608-9200 (APAC).
For more information please contact:
Jennifer Manning/ Carina Parmar
Cohesive Communications
T: +44 (0)1291 626 200
E: [email protected]

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