Why we partner with...
eGain's renowned knowledge base systems are the preferred choice for many telcos. However, without doubt, one of the biggest challenges is to maintain the device specific solutions in the knowledge base. In combination with the WorldManuals support content, telcos using the eGain authoring tool can focus on creating generic problem-solution relations which are populated with device specific solution when rendered to the end user on the website or in the call center.
eGAIN
Many of the world's largest Telcos use eGain to support their customer service operations. eGain's powerful multi-channel knowledge base provides a proven method of capturing best practice for dealing with complex calls and providing flexible, easy-to-use knowledge based tools to support contact centre agents and web self service. eGain KnowledgeAgent and SelfService modules have enabled leading mobile Telcos to improve customer satisfaction, first time fix rates and reduce agent training times; resulting in transformational improvements to contact centre performance and enabling customer web self service for complex problems.
The majority of eGain's Telco client base has expanded from using the Knowledge base for Contact Centre and Web Self Service use to providing a single knowledge base that supports the full multi-channel customer service with consistent responses across phone, web, email, chat and social/community channels. Several leading Telcos are already benefiting from the synergy offered by the partnership between eGain and WorldManuals, and augmenting their in-house knowledge bases with best in class device help content for improved return on investment and lower total cost of ownership.
About eGain
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. 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 eGain, visit www.eGain.com or call: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow eGain on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.