eGain Communications Corporation, a leading provider of customer service and contact centre software, is today announcing it has signed a partnership agreement with Inter-Active Technologies in order to deliver knowledge management solutions to the South African market.
By selecting eGain, Inter-Active, a specialist call centre and communication operation, will be one of the first outsourced contact centre operators in South Africa to adopt a knowledge management solution. Inter-Active will be rolling out eGain KnowledgeAgent across its main contact centre operations in May 2007, empowering its agents to deliver knowledge-based communications on behalf of its clients. Inter-Active will also be using eGain's knowledge management solution within MAXIS, its consultative services arm.
"While there appears to have been an awareness of knowledge management in the South African market in recent years, full adoption of blue blood knowledge management has been significantly slower than the rest of the world's contact centre markets. The majority of contact centres in South Africa are currently utilising sophisticated contact centre technologies and it is my belief that a number of operators will be moving to the next level of first-time call resolution enablers, such as knowledge management, e-mail response management and Web self-service," said Brendan van Staaden CEO of Inter-Active.
"With our strong customer focus, it is our belief that eGain Knowledge will empower our agents with quick and easy access to customer information, allowing them to provide accurate and efficient customer service, reduction of agent training time, resulting in the ultimate goal of enabling first-time call resolution.
"This strategic alliance with eGain is paramount to our growth strategy. The introduction of a solid knowledge repository will enable us to move into multi-channel communication, which will undoubtedly become one of the biggest differentiators in the market over the next few years," concluded van Staaden.
Andrew Mennie, Vice-President and General Manager EMEA, eGain, said: "Our partnership with Inter-Active enables eGain to continue its drive into the South African market. We believe the market opportunity for knowledge management solutions in South Africa is significant and growing, and are therefore delighted to be partnering with Inter-Active to target that gap in the contact centre market."
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eGain (OTC: EGAN.OB) is a leading provider of customer service and contact centre software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping organisations achieve and sustain customer service excellence for more than a decade. Twenty-four of the 50 largest global companies rely on eGain to transform their traditional call centres, help desks and Web customer service operations into multichannel customer interaction hubs and to extend their service-based competitive advantage.