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McAfee.com Deploys eGain Software to Speed and Improve Online Customer Service

By Debra A. Estock     Feedback

In response to an increasing amount of traffic, McAfee.com will begin deploying eGain Communications Corp.'s eGain software to speed and improve online customer service at its McAfee Web site.

In response to an increasing amount of traffic, McAfee.com (Nasdaq:MCAF) will begin deploying eGain Communications Corp.'s eGain software to speed and improve online customer service at its McAfee Web site.

Adding to their use of eGain Mail for high volume email management, McAfee.com unveiled an innovative virtual Web site assistant powered by eGain Assistant. This Web site agent named "Lori," a natural language robot, will serve as McAfee.com's first point of contact for online customer service and will answer a variety of frequently asked questions and provide time-sensitive information.

As demand for Internet security services increased during the last year, McAfee.com saw a steady increase in its Web traffic. In the last quarter alone, McAfee.com received an average of 600,000 unique Web site visitors per day. Some users were interested in the latest virus updates and information, while others were interested in purchasing subscriptions or downloading security software. McAfee.com felt that deploying the virtual Web agent, with its natural language capabilities, would enable customers to find important information in a shorter amount of time. eGain Assistant helps to streamline McAfee.com's Web site and provides the tools necessary to deflect a high number of incoming phone calls. As a result, McAfee.com will free its call center agents to answer more difficult customer questions.

"We want to get our customers the answers that they need as quickly as possible around the clock," said Jon Wong, general manager of the consumer division at McAfee.com. "With recent virus alerts and the launch of several new products, our Web traffic has spiked. eGain Assistant will allow us to provide excellent service in handling the increased traffic and inquiries without overloading our existing telephone and email support systems."

"McAfee.com receives a tremendous amount of Web traffic and our experience shows that by adding eGain Assistant, they will see an incredible return on investment," said Ashutosh Roy, CEO of eGain. "McAfee.com will also see the benefits of utilizing the seamless integration that exists between eGain Mail and eGain Assistant. For example, if Lori is unable to answer a more complicated question, she will provide a Web submission form to help escalate the inquiry. Overall, it's wonderful to see McAfee.com take Web-based customer service to a new level."

eGain Assistant is the second module of eGain e-Service software deployed by McAfee.com used to bolster customer loyalty. Last year, McAfee.com deployed eGain Mail to route, track, and respond to high volumes of customer emails and Web form submissions. eGain Assistant is programmed to escalate a question by providing a link to eGain Mail to ensure each and every Web inquiry receives a timely response and therefore increases customer satisfaction.

Headquartered in Sunnyvale, Calif., McAfee.com Corporation, a majority-owned subsidiary of Network Associates (Nasdaq:NETA), is a leading consumer security Application Service Provider (ASP) for home and business users. Its delivered software through an Internet browser virtually eliminates the need to install, configure and manage the technology on a local PC or network. McAfee.com also hosts software application services and provides these services to its online users.

Also based in Sunnyvale, Calif., eGain (Nasdaq:EGAN) provides customer interaction software for the Internet. eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, knowledge management and proactive online marketing. Built using a Web-native architecture, the eGain e-Service suite of products provides robust scalability, global access, integration and rapid deployment.

Reprinted from Application Planet

This article was originally published on March 23, 2001
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