Joint solution integrates knowledge management technology with support content
Slough, UK (July 21, 2009) – eGain Communications (OTC BB: EGAN.OB), the leading provider of on-site and on-demand multichannel customer service and knowledge management software, today announced a partnership with WorldManuals, specialists in delivering mobile device support. The two companies are combining eGain’s knowledge management technologies with WorldManuals’ device support content to deliver state-of-the-art support solutions for European service providers.
The integrated solution will allow mobile operators and service providers to offer customers and agents comprehensive, simple and flexible access to all relevant and available content. This will ensure a quality support experience for the end user every time, regardless of query complexity or chosen communication channel. The joint customer service solution is currently being tested by a global mobile communications leader and will be presented to new and existing clients over the coming months.
Andrew Mennie, General Manager, eGain EMEA, explained, “The ability of eGain’s knowledge management solution to provide seamless access to WorldManuals’ comprehensive device content, in the call centre and on the Web, will enable improved customer and agent experiences.”
Thomas Thrane, CEO, WorldManuals, commented, “It’s clear eGain uniquely understands the customer support challenges that service providers face today. As these organisations increasingly look to harness new revenue streams and introduce a large number of services, our partnership will enable them to provide efficient and accurate answers to the increasingly complex questions posed by customers.”
The partnership will provide mobile operators and service providers with significant operational efficiency while improving customer satisfaction. Mennie concluded, “Our strategy is to work with leading complementary technology providers within the telco sector. In our partnership with WorldManuals, our distinct competencies and shared business values have come together to enable clients to gain the highest return on their investments.”
About eGain
eGain (OTCBB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of the world’s largest companies have relied on eGain to transform their traditional call centres, help desks and web customer service operations into customer interaction hubs (CIHs). Based on the Power of One™, a common platform for multichannel interaction management and knowledge management, eGain solutions help improve customer experience and optimize contact centre performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA) or +91-(0)-20-6608-9200 (APAC)
About WorldManuals (www.worldmanuals.com)
WorldManuals is a privately owned company that specialises in delivering mobile device support solutions. WorldManuals was founded in 2002 with one goal in mind: to develop an easy-to-use interface enabling mobile operators to convey complex technical support information to non-technical users. Since 2002, it has provided the sustained delivery of high-quality mobile device support information for its clients. In return, its clients have gained significant operational efficiency, increased ARPU and improved customer satisfaction.
Headquartered in Copenhagen, Denmark, WorldManuals also has operating presence in Brazil, South America.
Contact:
Carina Parmar / Jennifer Manning
Cohesive Communications
Phone: +44 (0)1291 626 200
Email: [email protected]
