Sunnyvale, CA, March 15, 2014 --(PR.com
)-- 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™ to fine-tune its knowledge base and offers to further improve customer engagement and meet its ARPU and NPS objectives.
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