Case Study: Financial Services BPO achieves faster, consistent customer service and rapid knowledge publishing with eGain Knowledge (eGain)

Financial Services BPO Transforms Agents Into Advisors with eGain Knowledge

This S&P 500 and Fortune 500 BPO is a global provider of marketing and loyalty solutions whose Card Services business manages credit card programs for more than 100 well-known consumer brands, with thousands of associates across roughly 100 locations. The organization needed to ensure consistent, high-quality customer service across Card Services—1,800 care and 1,300 collections associates in seven contact centers (plus hundreds of work‑at‑home staff)—but agents struggled to find answers amid 700+ lengthy documents and daily brand updates, driving up escalations and slowing service.

The company deployed eGain Knowledge in the cloud for AI-powered search, guided service, single-sourced content publishing, role-based portals, and analytics. Deployed across all seven centers, the solution turned agents into guided advisors, cut time-to-publish from days to hours, simplified maintenance and search, reduced IT overhead, and enabled plans to extend personalized, multichannel knowledge to work‑at‑home and offshore teams.