eGain, a provider of on-site and on-demand multichannel customer service and knowledge management software, today announced a partnership with WorldManuals, specialist in delivering mobile device support. The two companies are said to be combining eGain's knowledge management technologies with WorldManuals' device support content to deliver support solutions for European service providers.
According to the two companies, the integrated solution will allow mobile operators and service providers to offer customers and agents comprehensive, simple and flexible access to all relevant and available content. It's claimed that this will ensure a quality support experience for the end user every time, regardless of query complexity or chosen communication channel. The joint customer service solution is also said to be currently being tested by a 'global mobile communications leader' and will be presented to new and existing clients over the coming months.
Andrew Mennie, general manager, eGain EMEA, explained, "The ability of eGain's knowledge management solution to provide seamless access to WorldManuals' comprehensive device content, in the call centre and on the Web, will enable improved customer and agent experiences."
Thomas Thrane, CEO, commented, "It's clear eGain uniquely understands the customer support challenges that service providers face today. As these organisations increasingly look to harness new revenue streams and introduce a large number of services, our partnership will enable them to provide efficient and accurate answers to the increasingly complex questions posed by customers."
The partnership is claimed to provide mobile operators and service providers with 'significant operational efficiency while improving customer satisfaction'. Mennie concluded,"Our strategy is to work with leading complementary technology providers within the telco sector. In our partnership with WorldManuals, our distinct competencies and shared business values have come together to enable clients to gain the highest return on their investments. "