eBay Enterprise gets in touch with customers

Online retail platform eBay Enterprise is entering a new partnership to help its retail users directly serve the needs of customers.

eBay Enterprise is teaming up with OpenSpan Inc., a provider of contact center automation and intelligence technology, to provide solutions designed to automate, simplify and integrate applications to improve the way contact center agents work.

“eBay Enterprise is committed to helping our clients build world-class customer relationships,” said Robin Gomez, director of operational excellence for eBay Enterprise. “Adopting OpenSpan within our business was part of a multi-year endeavor focused on transforming the customer experience using innovation to deliver new levels of efficiency and agent performance.”

eBay Enterprise uses a “Universal Agent” model, which means each contact center agent can handle customer interactions for as many as 15 retail brands. To perform their jobs, agents are required to learn the eBay Enterprise internal systems, as well as client-specific applications.

“Our agents sometimes have to interact with up to fifteen different systems to perform their jobs,” said Gomez. “To deliver the premier service our clients have come to expect from eBay Enterprise, we wanted to invest in technology that would improve the way agents interact with customers.”

Before OpenSpan, agents would have to log in to multiple systems one at a time. But now that eBay Enterprise has introduced the assisted sign-on solution, agents can log in once. In an era of automated, digital commerce, it’s easy to forget how vital human interaction with customers still is. eBay Enterprise is making a smart investment to make sure the digital customer experience does not reduce the customer to the device they use.