Contact Information: Media contacts eGain UK Kerry Hallard / Nicola Craft Buffalo Communications Ltd Tel: +44 (0) 207 292 8680 Email: egain@buffalo.co.uk Hilary de Rover eGain Communications Ltd Tel: +44 (0) 1753 464689 Email: hderover@egain.com
MTN to Enhance Customer Experience With eGain-Enabled Multichannel Customer Service
Leading Cellular Network Operator in South Africa Selects eGain Software for Email and Call Centre Knowledge Management
| Source: eGain
SLOUGH, UK--(Marketwire - September 25, 2007) - eGain (OTCBB : EGAN ), a leading provider of
customer service and contact centre software, today announced that MTN, a
global communications partner and leading Cellular Network Operator in
South Africa, has selected eGain Mail™ and eGain Knowledge™ to
improve email and traditional phone customer service.
MTN selected both eGain Mail™ and eGain Knowledge™ with the view to
improve the customer service offered by its over 2,000 seat contact
centre, by providing agents with real-time access to knowledge, templates
and an email tracking system. Currently rolling out to 200 contact centre
agents, eGain Mail™ will enable MTN's agents to deal with complex
requests in a timely and consistent manner.
"The importance of email as a channel for communicating with customers is
constantly increasing in the South African market. eGain Mail™ will
provide us with more control over incoming and outgoing emails, with the
ability to track the progress and quality of email responses, allowing us
to guarantee all email communications are of the highest standard.
Providing our agents with access to templates will also improve the quality
and response time for all customer emails," said Karen Brits, Manager
Telephony Systems at MTN.
eGain's South African partner Inter-Active Technologies, a specialist in
call centre and communications operation, will implement and support both
solutions starting with eGain Mail™. Inter-Active is also using eGain
Mail™ and eGain Knowledge™ in its own contact centre operation.
"MTN's adoption of eGain's solutions is a positive sign that the South
African contact centre marketplace is ready to move to the next level of
customer service management with the use of new technologies such as
knowledge management and email response management solutions," said Brendan
van Staaden, CEO, Inter-Active Technologies.
"To support their rapidly growing business, MTN recognised the need for
eGain solutions to optimize the effectiveness and efficiencies of their
systems and people, while enabling the company to maximize every customer
relationship," said Andrew Mennie, Vice President and General Manager EMEA.
Mennie continued, "We are very proud to enter into such an exciting
relationship with a leading communication services provider such as MTN."
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub
software suite and the first solution to support short message service
(SMS) customer service interactions, as well as next-generation web
self-service, chat, co-browsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfilment.
eGain Service is built on eGain CIH™ Platform, the industry's most
flexible and integrated customer interaction hub platform. Based on a 100%
J2EE architecture, it includes out-of-the-box integration with leading
business applications, content management systems, and call centre
infrastructure solutions. With its fine-grained service-oriented
architecture (SOA), eGain CIH platform enables rapid development of
powerful applications.
For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp
eGain OnDemand™, the industry's first-ever on-demand eService software,
is a proven, robust and scalable SaaS solution that has been used by
companies of all sizes to rapidly build customer interactions hubs over the
last nine years. Additional information on eGain OnDemand can be found at:
http://www.egain.com/products/on_demand.asp
About eGain
eGain (OTCBB : EGAN ) is a leading provider of customer service and contact
centre software for in-house or on-demand SaaS deployment. For over a
decade, 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. These hubs enable
dramatically improved customer experience, unified multichannel customer
service, end-to-end service process efficiencies, and enhanced contact
centre performance.
Headquartered in Mountain View, California, eGain has an operating presence
in 18 countries. To find out more about eGain, visit www.eGain.com or call
the company's offices: London: +44 (0) 1753 464646; Dublin: +353 1 8373085;
Netherlands: +31(0) 205708934; Italy: +39 2 46712239 and United States: +1
800 821 4358.
About MTN
The MTN Group Limited (MTN Group) is a leading provider of communication
services, offering cellular network access and business solutions. The MTN
Group is listed in South Africa on the JSE under the Industrial -
Telecommunications sector.
Launched in 1994, the MTN Group is a multinational telecommunications
group, operating in 21 countries in Africa and the Middle East. As at the
end of December 2006, MTN recorded more than 40 million subscribers across
its operations.
The MTN Group operates in Botswana, Cameroon, Côte d'Ivoire, Nigeria,
Republic of Congo (Congo-Brazzaville), Rwanda, South Africa, Swaziland,
Uganda, Zambia, Iran, Afghanistan, Benin, Cyprus, Ghana, Guinea Bissau,
Guinea Republic, Liberia, Sudan, Syria and Yemen.
About Inter-Active
Inter-Active Technologies (Pty) Ltd is a specialist Call Centre and
Communication Operation. Years of Services Innovation and System Design in
Customer Contact Centres, Business Communication Services and Information
Communication Technologies has positioned Inter-Active as a sought after
customer contact "Delivery Channel." We are specialists in helping our
customers improve communication with their clients through the provision of
Contact Centre Maximisation and Consulting Services, Contact Centre
Outsourcing, Hosted Application Service Models (ASMs), Contact Centre
Technologies, Business Process Management and Solution Architectures! This
way, our customers: Save Money, Enjoy Return on Investment in People and
Technology, Deliver Incomparable Customer Service, Improve Business
Efficiency and Boost Productivity. With headquarters in Johannesburg, South
Africa and offices in Lagos, Nigeria, Inter-Active Technologies is well
positioned to drive contact centre delivery services to the African market
as a whole. Inter-Active Technologies (Pty) Ltd is an Authorised Financial
Services Provider: FSP number 28900.