PRN: What Do Telco Consumers Want? eGain to Unveil Multichannel Customer Experience Report at MWC 2012
What Do Telco Consumers Want? eGain to Unveil Multichannel Customer Experience Report at MWC 2012
SLOUGH, England, February 10, 2012 /PRNewswire/ --
eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction software, will publish its cross-industry benchmarking report for multichannel customer experience at the 2012 Mobile World Congress in Barcelona.
The report is based on an independent survey of 3,000 European consumers by Vision Critical on buying behaviour, preferences and customer expectations in telecoms and other service industries. Its findings chart how the evolving relationships between digital channels, service levels and engagement practices influence consumers' decisions at each point of their customer experience journey.
The results hold important implications for mobile and fixed line service providers as they seek to support an array of new services, increase customer retention and boost Average Revenue Per User (ARPU) and Average Margin Per User (AMPU). Findings include:
Andrew Mennie, general manager of eGain EMEA, said, "Customer experience has become an important competitive differentiator for service providers. Building that experience requires telcos to move beyond traditional service and integrate support with contextual sales, marketing and social media interactions. This report provides service providers with valuable insight into how best to engage with the changing subscriber expectations across their lifecycle."
A comprehensive analysis of the state of customer experience, the report will include the following:
For over a decade, eGain's multichannel customer interaction software for knowledge-powered sales and service has enabled leading telecom operators such as Vodafone, Virgin Media, Orange, and Telecom Italia to increase customer acquisition, retention, and loyalty, while controlling costs. For more information on eGain's solutions for telcos, visit http://www.egain.com/solutions/telecom.asp.
eGain is exhibiting at GSMA Mobile World Congress, Stand D58 in Hall 7 -Â App PlanetÂ Â - 27th FebruaryÂ -Â 1st March 2012 in Barcelona Spain. To book an appointment with an eGain telco specialist at the event contactÂ firstname.lastname@example.orgÂ Â forÂ more information.
eGain (EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimise service process and grow sales-across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit http://www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
Company Codes: Bloomberg:EGAN@US, NASDAQ-SMALL:EGAN