Umbrella firm Parasol has chosen eGain’s multi-channel customer service suite to introduce a flexible support model to its contractor client base.

Parasol will initially implement eGain SelfService and eGain Mail, and transform its service operations into a unified customer interaction hub (CIH) aiming to maximise agent productivity, reduce contact rates and significantly enhance first time resolution.

Lesley Sweetman, head of operations at Parasol, says: “We deal in people’s livelihoods so it’s absolutely essential we pay our clients accurately and on time. A large proportion of our phone and email contact with contractors is repetitive.”