UK National Lottery operator Camelot is looking to revamp its customer services as part of its digital transformation initiative by launching a new solution provided by cloud-based customer engagement specialist eGain.

The UK National Lottery has over 7m players, making its site one of the top ten ecommerce websites in the country. However much of its customer service is still provided over the telephone, something the eGain partnership is designed to change.

eGain has deployed its Superchat solution for the operator, providing real-time service to players and supporting this with intelligent, real-time contextual offers for service.

This will also include the supplier’s omni-channel knowledge platform, enabling Camelot to provide service via voice and digital touchpoints, and shifting interaction away from voice to digital.

The solution is already deployed with a range of major companies, including telecommunications providers Virgin Media and Vodafone, as well as Barclays Bank and energy providers Scottish and Southern Energy and Southern Water.

“Digital and knowledge are a one-two punch in transforming customer service,” eGain CEO Ashu Roy said.

“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.”