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"eGain Communications was chosen
primarily because of its unrivalled
experience in deploying knowledge management
solution with the telecom marketplace."
- Andrew Ralston
Customer
Relationship Director, Virgin Mobile
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| Home
> Solutions > Telecom |
Untitled Document
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Telecom
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The
telecommunications market, in the last few
years, has seen incredible technological advancement,
which has fueled massive consumer adoption
and brutal competition driven by commoditization.
To drive profits in this business, you must
increase the average lifetime value per customer
and minimize the service cost even as service
choices increase. Consumer churn in the industry
is high but it varies significantly across
different customer segments and providers.
Common to all of our customers in the telecom
sector is an abiding belief in delivering
the best service to customers by investing
in technology that empowers consumers and
service agents to have intelligent, productive
conversations. In a marketplace where consumers
are increasingly aware of their choices, consistent
service quality is the foundation of a durable
brand.
 Case studies
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"eGain Knowledge has proved to be the single largest contributor
to the operational efficiency that we
have achieved in our contact centers."
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"In the increasingly complex world of mobile phones, our agents
are more confident in answering customers'
inquiries. In turn they provide better
service to our customers."
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Industry
challenges and eGain solutions
Customer service is key
to sales and loyalty
| Telecom,
especially mobile telecom, is a highly
competitive and increasingly mature
market. As network coverage, handsets,
and price plans become less important
as differentiators, customer service
is increasingly seen as the key factor
in customer acquisition and customer
retention. |
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eGain
has helped leading telecom companies
significantly improve their levels of
customer satisfaction whilst coping
with the challenge of rapid expansion
and continuous new product introduction.
Some of the industry's most agile organizations
have set up truly distinctive and innovative
customer interaction hubs with eGain's
products for web self-help, email response
management, web collaboration, and knowledge
management. |
Increasing product and
service complexity
| The
rapid proliferation of complex new product
and services makes agent training a
key concern to telecom organizations.
Mobile telephony providers face a significant
challenge to introduce and support the
range of new products and services such
as email, multimedia messaging, synchronization
with handheld devices, etc.
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eGain's
agent knowledge tools have helped leading
telecoms to improve customer satisfaction
by enabling agents to respond confidently
to a wide range of complex inquiries
without lengthy hold times or transfers.
Aliant, for instance, has achieved a
17% reduction in call handle time, which
is translates to a saving of approximately
$1.5 million in operating staff expenses. |
The opportunity for self-service
| Organizations
would like to reduce the costs of customer
care by deflecting calls to web-based
service channels, preferably to self-service. |
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eGain
SelfService enables organizations to
create multichannel interaction hubs
that offer a range of ways to get to
information in the common knowledge
base. Strong user adoption is key to
any web self-service implementation.
Each business needs a different combination
of self-service access methods to match
its customer profile and business process.
Incorporating this best practice, eGain
SelfService offers adaptive self-service™. |
Customer service becomes the differentiator
| With
the commoditization of products and
services, fuelled by greater access
to competitive information over the
web, customer service is one of the
few ways organizations can differentiate
themselves and increase market share. |
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Some
of the industry's most agile organizations
have set up truly distinctive and innovative
customer interaction hubs with eGain's
products for web self-help, email response
management, web collaboration, and knowledge
management. |
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