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To further strengthen the company profile in Latin America, WorldManuals has decided to open a regional office in Santiago, Chile. WorldManuals has been active on several South American markets since early 2007 and this move will further strengthen the company's position on the continent and commitment to clients in the region. The WorldManuals operation and further expansion in the LATAM region shall be headed by Mr. Jeppe Ivarsson who has been with the company for several years and has extensive local and industry knowledge. The office is already fully staffed and operational and will initially focus on client management and new business opportunities, whereas local production is planned for a later stage.
WorldManuals and Nuance Communications, a US-based company providing speech, imaging and customer interaction solutions, have announced a joint mobile customer care solution that provides access to relevant and timely customer support content delivered through Nuance Mobile Care.
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Vodafone Turkey signs agreement with WorldManuals for the provision of the Mobile SupportWare device support tool. The application and content will cover both mobile handsets as well as data connect cards. The roll-out of the WorldManuals support tool is in line with the Vodafone Turkey 3G launch where more advanced devices will enter the market. The solution will go-live January 2010 at the Vodafone Turkey website as well as in Vodafone call centers.
WorldManuals has signed a partner agreement with Nuance Communications Inc. to provide access to tailored and easy-to-understand support content delivered on a mobile device interface. These 'virtual' manuals provide an engaging and intuitive interface from which users can quickly and efficiently problem solve, thus further aiding in the reduction of the number of calls into a contact centre whilst providing a superior user experience. The agreement is the result of the successful integration project of WorldManuals's technical device support content within the Nuance Mobile Care application.
The solution has already been rolled out with Vodafone in Portugal and Spain where end-users are benefiting from an enhanced mobile care experience. End-users benefit from Nuance's patented call intercept technology in combination with support content tailored for delivery on a mobile device. The solution vastly reduces cost to serve, and more operators are expected to adopt the solution shortly.
"The combination of tailored support content from WorldManuals and the intuitive and engaging interface of Nuance Mobile Care provides a compelling self-service experience for users and a highly cost effective service method for operators" says Tim Atkinson, Business Development Director, EMEA. "Superior customer service is a powerful differentiator for mobile operators in this competitive market and through the implementation of leading edge technology they can remain at the forefront of customer best practice."
WorldManuals' CEO, Thomas Thrane, comments: "We have seen an increasing appetite for on-device support in recent years. The Partnership with Nuance and the integration with the intuitive interface of Mobile Care will enable us to satisfy this rising demand and bring further enhancements to the market such as context navigation of support content, device troubleshooting to enable customers with solutions specific to their device usage, as well as speech-enabled access to technical solutions."
To further strengthen the business relationship with existing clients in the region in addition to prepare for future growth in Africa and the Middle East, WorldManuals has opened up a regional office at Nelson Mandela Square, Johannesburg, South Africa. The office will be fully operational within the coming months and will include both client management and production.
eGain Communications (OTCBB: EGAN), the leading provider of on-site and on-demand multichannel customer service and knowledge management software, today announced a partnership with WorldManuals, specialists in delivering mobile device support. The two companies are combining eGain's knowledge management technologies with WorldManuals' device support content to deliver state-of-the-art support solutions for European service providers.
Click here for the full press release and here to learn more about eGain Communications
WorldManuals enters the South African market with MTN, a leading cutting-edge operator that has embraced the full-scale support content solution at first sight. For six months the solution was tested successfully within MTN's call and service centres, and today the solution is also accessible via the web where the Device Manuals, Troubleshooting and Comparison module can be found. Most importantly the cooperation has resulted in a support tool that relieves complex problems related to functionality and MTN services on both handsets and data cards. WorldManuals has great expectations for the innovative MTN and for a continuous growth on the African market.
Increased global adoption of Internet based social networks and other Internet services in combination with a trend to access these services on mobile devices has lead WorldManuals to launch a concept of support content. Named G-VAS (Global Value Added Services), the concept consists of devices specific instructions for how to use Internet services like FaceBook and Gmail on mobile handsets. The user interface is simple and straightforward, in line with WorldManuals proven standard, and typically consist of basic how-to-guides for installation, configuration and usage. The G-VAS support concept is an immediate outcome of the mobile trend that suggests a recent and significant increase in utilizing social networks and other internet services on mobile handsets. For the mobile operators, supporting these services represents a significant potential increase in ARPU.
Vodafone Portugal has decided to add WorldManuals' Virtual Device as part of their device support strategy. The Virtual Device application enables users to navigate through the menu structure of the device. In combination with the Device Manuals and the Device Troubleshooting application, the Virtual Device provides the best possible platform in both pre- and post-sale support cases by mapping next-step how-to-guides and troubleshooting guides in context to the navigation point in the device menu and user interface. The Virtual Device works equally well in the call center and on the Internet, but is particular well suited in combination with a touch screen optimized user interface. Consequently, Vodafone Portugal are committed to deploy an in-shop support experience within 2009.
eGain Communications Ltd and WorldManuals have joined forces in developing state-of-the-art device support solutions combining eGain's renowned knowledge base technologies with WorldManuals' high quality device support content. The end result provides existing and new clients with the best user experience and a single point of access to content regardless of support channel. The combined solution is currently being tested by Vodafone Portugal and will be presented to new and existing clients in the coming months.
"The ability for the eGain solution to provide seamless access to WorldManuals' comprehensive device content in the call centre and on the web, will enable a faster delivery of benefits to our joint customers and an improved customer and agent experience. Our strategy is to work with leading complementary solution providers within the Telco sector and this is a great example of where our credentials as the leading supplier of knowledge management solutions and WorldManuals strengths in device support content, enable our customers to get the highest return on their investment." says Andrew Mennie, eGain General Manager, EMEA.
As a result, WorldManuals participated in the eGain EMEA User Conference in Windsor, UK on June 10th 2009. If you would like more information, then please contact WorldManuals on info@worldmanuals.com
Vodafone Portugal, has added a new device troubleshooting module to its range of device support options. Initially, the troubleshooting content will cover technically complex devices such as USB modems and pc data cards. Expanding the device support options to include a device specific troubleshooting module strengthens Vodafone's consistent high-quality problem solving processes. The troubleshooting module is scheduled to be launched later this year in connection with a new and improved application design that ascribes more focus on the support content and value added services.
WorldManuals has signed an agreement to deliver device support content to SFR, a French mobile operator with close to 18 million subscribers. The solution provided to SFR differs from the existing device support suite delivered by WorldManuals, as all device support content will be delivered as an XML feed to be merged into the current content management platform operated by SFR. By choosing this approach, SFR will benefit from an extremely short time to market for support content and the consistent high quality device support content delivered by WorldManuals.
Being the first mobile operator to launch Mobile Access in Denmark, once again Sonofon shows a strong focus on innovation. Sonofon is continuously searching for new and improved ways to provide better customer service to its subscribers. With the launch of the Mobile Access support channel, Sonofon has managed to place focus on the WAP-portal as a platform for providing support information to its customers and thus improving the customer experience.
Vodafone Portugal has decided to launch Mobile Access as a new support channel, thereby enabling all its subscribers to access mobile device support content on a mobile phone. The support channel will be launched in December, which due to the holiday season is one of the busiest month of the year when it comes to device support inquiries. The mobile operator intends to promote the support content through pull and push SMS campaigns and in-box advertising among others. The addition of Mobile Access as a support channel will further strengthen Vodafone Portugal's device support strategy to deliver customer support anytime, anywhere.
The Danish mobile phone operator M1 has chosen WorldManuals' Device Manuals module as its primary source for providing its subscribers with technical device support information. The agreement includes approximately 60 new devices to be added annually. The project was initiated early summer 2007 and the solution went live mid August.
In addition to providing access to support information through conventional support channels like contact centres, retail outlets and on websites, WorldManuals has introduced Mobile Access. This support channel enables new and existing clients to provide access to detailed support information directly on subscribers' mobile devices. Mobile Access provides fast and on-the-spot support content, and since the application module is capable of auto-detecting the device model, the subscriber is presented with the relevant support information right away.
Vodafone Portugal has signed an agreement for the provision of Mobile SupportWare. This agreement is a direct result of the framework agreement between Vodafone Group and WorldManuals, signed in June 2006. The solution, consisting of a tailored set of device support applications, is expected to be launched at the Vodafone Portugal website and call centers at the beginning of December 2006.
Signing framework agreements with major international mobile operators, as well as other initiatives have led to growth within WorldManuals. Several teams within the company have experienced an increase in staff, among others the teams of technical writers, translators and software developers. To accommodate this growth, WorldManuals moves to larger facilities in the northern part of Copenhagen at the end of September.
WorldManuals has added Portuguese to the increasing range of languages in which Mobile SupportWare is supplied. Having access to in-house native translation skills is a key element in our success of providing consistent high quality support content localized for the markets in which our clients operate. Aside from Portuguese, WorldManuals currently masters German, French, Dutch and Spanish in addition to English and Danish.
WorldManuals has been selected by Vodafone Group to develop a uniquely tailored set of device support applications. The applications include Device Manuals, Device Finder and Comparison as well as the modules Device Tutorials, Virtual Device and Device Troubleshooting. All applications will be customized according to the global design and usability guidelines of Vodafone and will be offered to all Vodafone operating companies.
As a result of the Orange Group framework agreement, Orange Switzerland has signed an agreement for the provision of Mobile SupportWare. The solution, expected to go live September this year, is a sophisticated multi-language solution. Orange customer service representatives and subscribers servicing themselves on the Internet will have access to the most comprehensive device support content available today in three languages - German, French and English.
The cooperation between Samsung and WorldManuals will enable mobile operators using Mobile SupportWare to support their subscribers more efficiently. The mobile operators will enjoy access to support content closer to the official date of device launch. The benefits to Samsung are obvious as the mobile operators will be able to provide subscribers with timely and accurate support for Samsung mobile devices. Aside from Samsung, WorldManuals work closely together with Sony Ericsson and Siemens.
In an effort to provide all Orange member countries with a best-of-breed device support solution, Orange Group has signed a framework agreement with WorldManuals for the provision of Mobile SupportWare. The agreement covers initial development of support applications (Device Manuals and Device Finder & Comparison modules), including initial content as well as ongoing maintenance and hosting. Orange expects to launch the first set of applications later this year.