INDUSTRY CHALLENGES AND E-GAIN SOLUTIONS

CUSTOMER SERVICE IS KEY TO SALES AND LOYALTY

Telecom, especially mobile telecom, is a highly competitive and

increasingly mature market. As network coverage, handsets, and price
plans become less important as differentiators, customer service is
increasingly seen as the key factor in customer acquisition and customer
retention.

INCREASING PRODUCT AND SERVICE COMPLEXITY:

Mobile telephony providers face a significant challenge to introduce and

support the range of new products and services such as email, multimedia
messaging, and synchronization with handheld devices, etc.

Aliant, for instance, has achieved a 17% reduction in call handle

time, which is translates to a saving of approximately $ 1.5 million in
operating staff expenses
THE OPPORTUNITY FOR SELF-SERVICE:

Organizations would like to reduce the costs of customer care by

deflecting calls to web-based service channels, preferably to self-service.

CUSTOMER SERVICE BECOMES THE DIFFERENTIATOR:

With the commoditization of products and services, fuelled by greater

access to competitive information over the web, customer service is one of
the few ways organizations can themselves and increase market share.