SOURCE: eGain

eGain

February 14, 2011 07:05 ET

eGain and WorldManuals Transform Mobile Operator Device Support and Web Self-Service With Cloud Initiative

Pay-As-You-Serve Solution Slashes Upfront Costs, Accelerates Web Self-Service Deployment, and Drives First Contact Resolution

BARCELONA, SPAIN--(Marketwire - February 14, 2011) -  Mobile World Congress -- eGain Communications (OTCBB: EGAN) the leading provider of cloud and on-site customer interaction hub software and WorldManuals, a specialist in mobile device support solutions, today launched a joint proposition for the telecom market. They announced an out-of-the-box, knowledge-powered customer service solution that enables mobile operators to elevate the quality of web self-service and contact centre support experiences in a matter of days. The solution, which combines comprehensive device support content with intuitive access methods, is available through an innovative pay-as-you-serve cloud model, eliminating upfront infrastructure costs and enabling rapid time to benefit. 

Andrew Mennie, General Manager of eGain EMEA, said, "In mature telecom markets, operators are on the look-out for a low-risk approach to proving the benefits of self-service solutions, where they can avoid being tied to a long-term contract or a lengthy deployment and evaluation process. The eGain-WorldManuals solution eliminates risk by combining a comprehensive solution with a pay-as-you-serve model, based on how much subscribers use the service. It's a simple, scalable model that provides a fast track to web self-service deployment and utilisation. The pre-configured solution can be up, running, and providing on-demand customer service for subscribers within less than two weeks."

The solution incorporates up-to-the-minute support content for the most popular devices and enquiries, flexible and intuitive content access methods for high findability, self-organising content and ongoing content management to provide the most comprehensive, out-of-the-box web self-service solution for mobile operators on the market today. The solution includes:

  • Contextual, intuitive access to FAQs through eGain widgets anywhere on the operator's website.
  • Hosted access to proven, best-in-class help and support content for the top mobile handsets.
  • Ongoing maintenance of content in multiple languages.
  • A real-time management information dashboard for monitoring usage and trend analysis.
  • A pay-for-use investment model.

Vodafone Portugal is the first to reap the benefits of the WorldManuals and eGain partnership. Pedro Abreu, Head of eCare at Vodafone Portugal, explained, "The combination of eGain's market-leading knowledge management capabilities with WorldManuals' tailored device support content, delivers an intuitive user experience that is proven to maximise first contact resolution for complex device enquiries for contact centre and self-service users. Deployed for agent and subscriber self-service, the combined solution has increased self-service adoption by as much as 80% for device-related support enquiries."

Thomas Thrane, CEO of WorldManuals, commented, "Supporting the sophisticated features and applications of today's smartphones is complex. While web self-service is proven to reduce cost-to-serve and enhance customer satisfaction, it must be integrated with up-to-date support content in order to be effective. The joint proposition combines the power of flexible content access and up-to-date and relevant content for superior subscriber experience and reduced service costs for the operator."

Upon validating the benefits of the joint solution in the cloud model, mobile operators can seamlessly expand and scale up the deployment in line with subscriber demand and adoption. This might include initiatives such as adding users and languages, expanding the knowledge base by federating in-house content, and delivering embedded support through the mobile devices.

"While the proposition addresses the demand for web self-service adoption in mature markets, it is equally applicable in emerging markets where internet penetration is lower," Mennie explained. "This model can also be utilised in the contact centre environment to offer agents comprehensive, simple and flexible access to that all important content. Like the web self-service model, the contact centre option maximises a mobile operator's precious customer support resources, improving first-contact resolution, and reducing the burden on agents."

About WorldManuals
WorldManuals is a privately owned company that specialises in delivering mobile device support solutions. WorldManuals was founded in 2002 with one goal in mind: to develop an easy-to-use interface enabling mobile operators to convey complex technical support information to non-technical users. Since 2002, it has provided the sustained delivery of high-quality mobile device support information for its clients. In return, its clients have gained significant operational efficiency, increased ARPU and improved customer satisfaction.

Headquartered in Copenhagen, Denmark, WorldManuals also has operating presence in Brazil, South America.

About eGain Communications Corporation
eGain (OTCBB: EGAN) 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 centres, 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 (http://twitter.com/egain) and Facebook (http://facebook.com/egain).

Contact Information

  • eGain media contact:
    Jennifer Manning
    Cohesive Communications
    Phone: +44 (0)1291 626200
    Email: egain@cohesive.uk.com