MTN To Enhance Customer Experience With eGain-Enabled Multichannel Customer Service


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Leading cellular network operator in South Africa selects eGain software for email and call centre knowledge management

Slough, UK, September 25, 2007: eGain (OTC BB: EGAN.OB), a leading provider of customer service and contact centre software, today announced that MTN, a global communications partner and leading Cellular Network Operator in South Africa, has selected eGain Mail™ and eGain Knowledge™ to improve email and traditional phone customer service.
MTN selected both eGain Mail™ and eGain Knowledge™ with the view to improve the customer service offered by its over 2,000 seat contact centre, by providing agents with real-time access to knowledge, templates and an email tracking system. Currently rolling out to 200 contact centre agents, eGain Mail™ will enable MTN’s agents to deal with complex requests in a timely and consistent manner.

“The importance of email as a channel for communicating with customers is constantly increasing in the South African market. eGain Mail™ will provide us with more control over incoming and outgoing emails, with the ability to track the progress and quality of email responses, allowing us to guarantee all email communications are of the highest standard. Providing our agents with access to templates will also improve the quality and response time for all customer emails,” said Karen Brits, Manager Telephony Systems at MTN.

eGain’s South African partner Inter-Active Technologies, a specialist in call centre and communications operation, will implement and support both solutions starting with eGain Mail™. Inter-Active is also using eGain Mail™ and eGain Knowledge™ in its own contact centre operation.

“MTN’s adoption of eGain’s solutions is a positive sign that the South African contact centre marketplace is ready to move to the next level of customer service management with the use of new technologies such as knowledge management and email response management solutions,” said Brendan van Staaden CEO, Inter-Active Technologies.

“To support their rapidly growing business, MTN recognised the need for eGain solutions to optimize the effectiveness and efficiencies of their systems and people, while enabling the company to maximize every customer relationship”, said Andrew Mennie, Vice President and General Manager EMEA. Mennie continued, “We are very proud to enter into such an exciting relationship with a leading communication services provider such as MTN”.

About eGain Service
eGain Service is the industry’s most comprehensive customer interaction hub software suite and the first solution to support short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, co-browsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfilment.

eGain Service is built on eGain CIH™ Platform, the industry’s most flexible and integrated customer interaction hub platform. Based on a 100% J2EE architecture, it includes out-of-the-box integration with leading business applications, content management systems, and call centre infrastructure solutions. With its fine-grained service-oriented architecture (SOA), eGain CIH platform enables rapid development of powerful applications.

For more information about eGain Service, please visit:

eGain OnDemand™, the industry’s first-ever on-demand eService software, is a proven, robust and scalable SaaS solution that has been used by companies of all sizes to rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at:

About eGain
eGain (OTC BB: EGAN.OB) is a leading provider of customer service and contact centre software for in-house or on-demand SaaS deployment. For over a decade, the world’s largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact centre performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries. To find out more about eGain, visit or call the company’s offices: London: +44 (0) 1753 464646; Dublin: +353 1 8373085; Netherlands: +31(0) 205708934; Italy: +39 2 46712239 and United States: +1 800 821 4358.

About MTN
The MTN Group Limited (MTN Group) is a leading provider of communication services, offering cellular network access and business solutions. The MTN Group is listed in South Africa on the JSE under the Industrial – Telecommunications sector.
Launched in 1994, the MTN Group is a multinational telecommunications group, operating in 21 countries in Africa and the Middle East. As at the end of December 2006, MTN recorded more than 40 million subscribers across its operations.
The MTN Group operates in Botswana, Cameroon, Côte d’Ivoire, Nigeria, Republic of Congo (Congo-Brazzaville), Rwanda, South Africa, Swaziland, Uganda, Zambia, Iran, Afghanistan, Benin, Cyprus, Ghana, Guinea Bissau, Guinea Republic, Liberia, Sudan, Syria and Yemen.

About Inter-Active
Inter-Active Technologies (Pty) Ltd is a specialist Call Centre and Communication Operation. Years of Services Innovation and System Design in Customer Contact Centres, Business Communication Services and Information Communication Technologies has positioned Inter-Active as a sought after customer contact “Delivery Channel”. We are specialists in helping our customers improve communication with their clients through the provision of Contact Centre Maximisation and Consulting Services, Contact Centre Outsourcing, Hosted Application Service Models (ASM’s), Contact Centre Technologies, Business Process Management and Solution Architectures! This way, our customers: Save Money, Enjoy Return on Investment in People and Technology, Deliver Incomparable Customer Service, Improve Business Efficiency and Boost Productivity. With headquarters in Johannesburg South Africa and offices in Lagos Nigeria, Inter-Active Technologies is well positioned to drive contact centre delivery services to the African market as a whole. Inter-Active Technologies (Pty) Ltd is an Authorised Financial Services Provider: FSP number 28900

Media contacts
eGain UK
Kerry Hallard / Nicola Craft
Buffalo Communications Ltd
Tel: +44 (0) 207 292 8680
Email: [email protected]

Hilary de Rover
eGain Communications Ltd
Tel: +44 (0) 1753 464689
Email: [email protected]

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