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July 20, 2009

eGain, WorldManuals to offer customer support for mobile service providers

Joint offering integrates knowledge management technology with support content

By CBR Staff Writer

eGain Communications has partnered with WorldManuals, a provider of mobile device support to combine eGain’s knowledge management technologies with WorldManuals’ device support content and deliver support services for European service providers.

The companies said the integrated offering will allow mobile operators and service providers to offer customers and agents flexible access to all relevant and available content. The companies claimed that this will ensure a quality support experience for the end user every time, regardless of query complexity or chosen communication channel.

The partnership is expected to provide mobile operators and service providers with operational efficiency. The joint customer service offering is currently being tested by a mobile communications company and is expected to be presented to new and existing clients over the coming months.

Andrew Mennie, general manager of eGain EMEA, said: 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.

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“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.”

Thomas Thrane, CEO of WorldManuals, said: 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.

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