eGain Powers Proactive Customer Engagement in African Subsidiary of Global
Pan-African Mobile Telco Provider Drives ARPU (Average Revenue Per
User) and NPS (Net Promoter Score) With Smart Knowledge and
SUNNYVALE, CA and SLOUGH, UNITED KINGDOM -- (Marketwired) -- 03/13/14
-- eGain (NASDAQ: EGAN), the leading provider of cloud-based
customer engagement solutions, today announced that a global telecom
services provider has implemented eGain to drive sales, cost savings,
and higher Net Promoter Score (NPS) in its African subsidiary.
eGain's digital engagement solution will help the company deliver
fast and accurate self-service, tied up with intelligent offers, to
customers in Africa -- anywhere, any time, and on any device.
The provider was growing rapidly, fueled by strong mobile adoption in
South Africa, its main market. While leveraging this growth and
expanding ARPU, the company also wanted to be the best provider of
customer service in the industry. When its home-grown customer
service system failed to deliver on this goal, its parent company
recommended eGain, given the company's track record of success as its
solution provider. eGain's scalable multichannel platform for digital
engagement, telecom domain expertise, award-winning knowledge
management capabilities, and ability to integrate with existing
systems made it the perfect choice.
The company has already implemented eGain for web self-service. The
system helps answer questions through a friendly conversational
dialog, powered by eGain's patented CBR (Case-Based Reasoning)
technology. The company is now implementing intelligent website
offers to proactively serve useful information or additional products
and services. The provider will leverage eGain Analytics(TM) to
fine-tune its knowledge base and offers to further improve customer
engagement and meet its ARPU and NPS objectives.
-- Learn more about eGain solutions for telco customer engagement
-- See what next-generation customer engagement looks like
eGain's customer engagement solutions power digital
transformation for leading brands. Our top-rated cloud applications
for social, mobile, web, and contact centers help clients deliver
ed customer journeys in a multichannel world. To find out more
about eGain software, visit http://www.egain.com/products/
Headquartered in Sunnyvale, 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).
eGain, the eGain logo, and all other eGain product names and slogans
are trademarks or registered trademarks of eGain Corp. in the United
States and/or other countries. All other company names and products
mentioned in this release may be trademarks or registered trademarks
of the respective companies.
eGain Media Contacts
44 (0)1291 626200
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