eGain Communications
Leading call-centre software provider eGain selects Culex to perform the upgrade
to Exact Globe 2003.
With clients from 24 of the 50 largest global companies including ABN Amro, Barclays,
BMW, BUPA, DaimlerChrysler, Egg, Halifax, HMV, Orange, Legal & General, Lloyds TSB,
and Renault, eGain is a leading global provider of customer service and contact
centre software.
The Challenge
Having used Exact for Windows for 4 years, eGain were beginning to feel restricted
by the lack of functionality and reporting capabilities present within the aging
system. They sought a solution that would provide deeper reporting capabilities
while ensuring longevity via compatibility with future database upgrades.
eGain sought an implementation partner who was able to assess the feasibility of
various solutions and thereafter implement. Culex was selected to partner, fulfilling
the key requirements to both provide expert objective advice and expert services.
The Benefit of Culex
A rigorous selection program involving eGain’s Chief Financial Officer and Culex
was undertaken. The outcome of the testing resulted in Exact Globe 2003 being selected
due to the relative price of upgrading as opposed to buying a new product from an
alternative supplier with sufficient functionality.
The implementation began shortly afterwards, where a combination of Culex’s project
management expertise and sound understanding of the eGain business gave the required
performance.
The Result
eGain went live with the system on time and within budget and continue to be supported
by Culex.
“The Culex level of expertise was evident from the start and to ensure a smooth
and successful implementation they were the obvious choice. Culex gave me the confidence
that Globe 2003 would do what we wanted, and was implemented on time and within
budget.”
Stephen Coxhead - Chief Financial Officer – eGain
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