Electronic Arts Licenses eGain Assistant Technology for Next-Generation Online Entertainment Products

Strategic Insights -

Electronic Arts has licensed eGain Assistant technology from eGain Communications to power its next-generation game products. eGain Assistant is an application that interacts with online customers in plain English, providing life-like virtual agents that simulate human-like conversations. By reducing customer service costs and improving online sales assistance, eGain Assistant enables companies to deliver superior customer service and increase their online brand strength.

Key Takeaways:

  • Electronic Arts has licensed eGain Assistant technology to power its next-generation game products.
  • eGain Assistant is an application that interacts with online customers in plain English, providing life-like virtual agents.
  • The technology can reduce customer service costs and improve online sales assistance.
  • eGain Assistant can escalate inquiries to email or live assistance when needed, capturing customer interactions to improve the user corporation's knowledge base.
  • The technology provides a 360-degree view of all customer communications and transactions, enabling service, sales, and marketing departments to provide a higher level of service.
  • Electronic Arts aims to use the eGain Assistant technology to deliver superior customer service and increase its online brand strength.
  • eGain Assistant is part of the eGain Commerce 2000 Platform, which integrates eGain's comprehensive suite of customer service solutions.
  • The platform provides a single set of rules to route and queue calls, emails, and Web collaboration sessions.
  • eGain Assistant has been tested by Electronic Arts for months and has been proven to be the best in the market.
  • The technology is scalable and can support a large number of simultaneous users.

Statistics:

  • Electronic Arts reported revenues of more than $1.2 billion for fiscal 1999.
  • eGain Communications has over 300 customers, including LendingTree, Sevant, and Varsitybooks.com.
  • eGain Assistant works with eGain's Commerce 2000 Platform, which is a comprehensive suite of customer service solutions.
  • The platform provides a 360-degree view of all customer communications and transactions.
  • eGain Assistant can reduce customer service costs and improve online sales assistance.
  • The technology provides a scalable architecture that can support a large number of simultaneous users.

Sources:

  • "Business Editors/High-Tech Writers, SUNNYVALE, Calif.--(BUSINESS WIRE)--June 26, 2000"
  • Electronic Arts, "About Electronic Arts, http://www.ea.com"
  • eGain Communications Corp., "About eGain Communications Corp., http://www.egain.com"