Slough, UK (10 August, 2010) – eGain Communications (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-site or on-demand, today announced that Vodafone Portugal has enhanced customer service operations by implementing the eGain Service™ Suite. The solution, powered by eGain OpenCIH Platform™, is helping to build a unified multichannel service experience for the mobile operator’s subscribers. Moreover, Vodafone Portugal expects to improve efficiency and differentiate itself in the market with eGain-powered customer service.
Vodafone Portugal’s implementation of eGain Service includes web self-service, knowledge management, email, an innovative chat bot and live web chat. This has transformed Vodafone Portugal’s customer service operations into a unified multichannel customer interaction hub (CIH). Customers are now able to resolve problems through web self-service and seamlessly escalate their queries through email or web chat, without having to recreate context. The centralised multichannel knowledge base also supports contact centre agents in dealing with inbound telephone queries.
“With eGain Service in place, Vodafone Portugal can offer personalised and unified multichannel service to customers logging on to its website,” said Andrew Mennie, senior vice-president and general manager, eGain EMEA.
“Moreover, the full-spectrum web self-service implementation provides customers with an animated chat bot to guide them around the web site and allows them to search, browse and view answers to FAQs. Also included are guided diagnostics that steer users through an intuitive Q&A session and rich animated graphics to help customers set up mobile devices and resolve problems. This has been fully integrated with existing CRM systems, enabling Vodafone Portugal to provide highly-intelligent service across all communication channels.”
Vodafone Portugal went live with all the components of eGain Service within six months. Since launching the system, the mobile operator has seen a significant increase in web self-service usage and a sizeable reduction in the number of calls received. Vodafone Portugal has also reported higher levels of first contact resolution and greater agent productivity. The mobile operator expects to deflect 30% of customer emails/chat and 6% of customer calls to its web site by the end of 2010.
José Oliveira, Customer Operations Director at Vodafone Portugal, commented, “eGain understood our business and the specific requirements of telecoms customer service. This is critical as we enter the next phase of our eCare strategy, where we plan to introduce innovations such as mobile care and social media services.”
Mennie concluded, “Innovative customer service has the potential to be a real competitive differentiator in the telecoms market. By embracing the concept of a unified multichannel customer interaction hub, Vodafone Portugal is providing a seamless customer service experience within and across communication channels.”
To read more about eGain’s expertise in the communications industry, please visit www.egain.com/solutions/telecom.
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 centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center 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). Also, follow us on Twitter at @eGain (http://twitter.com/egain) and Facebook at (http://facebook.com/egain).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications 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.
Vodafone Portugal is part of the Vodafone Group, the world’s leading international mobile communications group. Vodafone Portugal focuses on delivering total communications solutions to its more than 5.9 million customers and has a leadership position in terms of innovation, brand image and customer satisfaction in Portugal.