Health insurance provider Allianz Worldwide Care has selected eGain's Mail, an email management product, to enhance communication between its customers and contact centre by automating customer service processes.

The health insurance provider says that Mail will integrate Allianz's disparate email communications and automate manual processes.

James Carroll, CIO at Allianz Worldwide Care, said: “Compiling information and statistics from our current email solution to analyse and manage email customer service performance was time-consuming. There was still a degree of manual processes and we wanted a complete and accurate picture of email flow and service performance across the organisation.”

According to reports, Mail will provide email monitoring and reporting tools to Allianz. Additionally, it will enable the insurance provider to predefine workflows to monitor and manage incoming email enquiries. After going through the content of incoming email queries, Mail will automatically route the enquiry to an appropriate contact centre agent.

EGain's product will offer Allianz’s customers answers in multiple languages from a centralised knowledge base. Mail will enable the insurance provider to restructure the flow of email enquiries.

Carroll said: “We provide a 24/7 helpdesk service for customers worldwide from just one contact centre based in Ireland. A multilingual knowledge base was a critical requirement for us to provide consistent customer responses across the five languages that we use to interact with our customers.”