Camelot taps eGain for enhanced digital customer service experience

Camelot taps eGain for enhanced digital customer service experience

Camelot UK Lotteries Limited is going proactive, at least for its consumer web chat service.

On Monday, the UK national lottery operator announced that it has selected eGAin for proactive, knowledge-guided consumer web chat as part of the company’s ongoing digital transformation initiative. eGain is provider of cloud-based customer-based customer engagement solutions.

The UK national lottery is one of the top 10 e-commerce sites in the country, with over seven million players. However, the site still conducts much of its customer service over the phone.

So as its first step towards digitalization, Camelot has deployed eGAin Superchat to provide real-time service to players, while contextual offers for service. According to the company, eGAin’s omnichannel knowledge platform will help the lottery operator “provide intelligent and consistent service across voice and digital touchprints, while further improving efficiencies by shifting interactions from voice to digital.”

“Digital and knowledge are a one-two punch in transforming customer service,” eGain CEO Ashu Roy said in a statement. “We look forward to helping Camelot with its digital journey in order to boost revenue, reduce costs, and contribute even more to the Good Cause projects that the UK National Lottery was set up to support.”

In operating the national lottery, Camelot delivers more than £34 million each week—on average—to Good Causes and, to date, National Lottery players have raised more than £34 billion for lottery-funded projects.