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Asian telecom services provider selects eGain for knowledge-powered digital engagement

eGain customer engagement hub will unify interactions and knowledge in line with provider’s strategy to deliver converged services

Sunnyvale, CA and Slough, UK (April 8, 2014): eGain (NASDAQ: EGAN), the leading provider of cloud-based customer engagement solutions, today announced that a large multi-play communications service provider in Asia has selected eGain to provide fast, accurate customer service and execute on its strategy to deliver converged services.

Already a recipient of multiple industry accolades for superior service, the provider wanted to deliver world-class customer experiences that were unique, scalable, and unified across touchpoints. The company selected eGain to power these experiences for eGain’s track record with the world’s largest telecoms and best-in-class capabilities. A pioneer in “hubbing” telecom services, the company found eGain’s hub approach to customer engagement to be compelling and consistent with its business model.

“The issue of customer care will become a more systemic theme across the enterprise as CIOs strive to hit their goal of retaining customers as a way to grow revenue; a CEH will be required to support these initiatives,” writes Michael Maoz, VP and Distinguished Analyst for Gartner in the report, titled, “Hype Cycle for CRM Customer Service and Support, 2013”, published on July 23, 2013.

eGain solutions have delivered transformational business benefits to communications service providers in the form of contact center performance, customer self-service adoption, reduction of customer churn, improvement in ARPU (Average Revenue Per User), and increase in NPS (Net Promoter Score). Moreover, eGain has helped providers reduce unwarranted handset exchanges and returns through knowledge-enabled problem resolution in the contact center.

The provider is implementing eGain Knowledge for contact center agents and web self-service to answer customer questions across their lifecycle. Innovations will include the use of eGain’s patented Case-Based Reasoning (CBR) engine to drive step-by-step guided help and a brand-aligned virtual assistant to deliver fun, interactive experiences for subscribers. The company will also use the slice-and-dice capabilities of eGain Analytics to fine-tune customer engagement over time.

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About eGain

eGain’s customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in a multichannel world. To find out more about eGain software, visit http://www.egain.com/products/

Headquartered in Sunnyvale, 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 (USA), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

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eGain media contacts

eGain
408-636-4505
press@egain.com

David Evans
Cohesive Communications
44 (0)1291 626200
eGain@cohesive.uk.com