Slough, UK (27th October 2011): eGain (NASDAQ: EGAN), the leading provider of cloud and onsite customer interaction software, announced today that Funds and Electronic Transfer Solution (FETS) Nigeria Limited has chosen eGain Mail™, eGain CallTrack™, and eGain KnowledgeAgent™ to underpin customer service support for its newly launched mobile money services. FETS is leading the charge to transform Nigeria into a cashless economy by increasing the penetration of mobile payments systems.
The largely unbanked, rural population is estimated to be as high as 80% of Nigerian residents. Aiming to reduce this demographic divide, FETS intends to use mobile telephony penetration to increase the rate of financial inclusion in Nigeria. It recognised early on that mobile banking needs readily available and effective telephone and email customer service support to succeed.
Oluwadare Owolabi, managing director of FETS, said, “Ensuring the agents in our contact centre can provide efficient, timely and accurate responses to individuals using our service was a critical business consideration for us. We worked closely with our technology partner, Onpoint, to evaluate various solutions and found eGain to be the most full-featured product on the market by far.
“As Nigeria’s transition to a cashless economy accelerates and our business continues to grow, we feel safe in the knowledge that we can quickly and easily scale the eGain solution to manage demand. Since all the functionality is within a single integrated platform, using eGain also allows us to extend our customer support to include other communication channels, such as web self-service.”
Used by leading companies around the world for more than a decade, eGain Mail enables contact centres to intelligently route incoming emails and process them efficiently and consistently. eGain Mail will ensure FETS agents have a complete and accurate view of every customer’s interactions, making it simple to track response times and service levels.
FETS will also implement eGain CallTrack, a comprehensive and flexible call-logging system, with eGain KnowledgeAgent, a knowledge management application for contact centre agents. The eGain solution will provide FETS with an integrated platform for email and call logging with unified knowledge management, tracking and resolution, and follow-on task management.
Andrew Mennie, general manager of eGain EMEA, said, “The growth in mobile phone penetration in emerging markets has made the opportunity for mobile money services rocket. FETS is a great example of a company that truly understands the importance of implementing appropriate customer support systems to ensure the success of these services.” He added, “eGain’s background in the telecoms and financial sectors and our African partner network, including resellers such as Onpoint, uniquely positions us to support businesses as they evolve mobile services to reach the unbanked population of Africa.”
Funds and Electronic Transfer Solution Nigeria Limited consortium was strategically formed to create an instant impact in the mobile payment industry by rapidly escalating the penetration of mobile payments systems in Nigeria, this is evident through the choice of partnerships with strong financial and oil and gas sector payers. The FETS Solution will be accessible via Card Based transactions, Stored Value via the e-Wallet system and through the use of existing Bank account infrastructure in the financial system of Nigeria.
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-premise customer interaction software for sales and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain products, visit http://www.egain.com/products/.
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