EGain, WorldManuals Announce Partnership

EGain Communications has announced a partnership with mobile device support vendor WorldManuals to combine eGain's knowledge management technologies with WorldManuals' device support content to market support to European service providers.


It's currently being tested by a global mobile communications company and will be presented to new and existing clients soon. It's designed to allow mobile operators and service providers to sell "access to all relevant and available content" so the support experience for the end user every time should be good "regardless of query complexity or chosen communication channel."

Andrew Mennie, General Manager, eGain EMEA, said eGain's knowledge management product will provide access to WorldManuals' device content, in the call center and on the Web.

Thomas Thrane, CEO, WorldManuals, said he sees the partnership's market value in the fact that, as he sees it, "organizations increasingly look to harness new revenue streams and introduce a large number of services," and need "answers to the increasingly complex questions posed by customers... our strategy is to work with complementary technology providers within the telco sector."

Late last month, TMC reported that if you're an American or Canadian business with on-site deployments from certain vendors, and you're not happy, you might be interested in eGain Communications's (News - Alert) promotion letting enterprises with "obsolete and non-integrated systems for customer service management" switch to eGain's multichannel customer service with no license fee for acquiring the eGain software to replace existing vendor licenses, one for one.

The idea behind the promotion, according to eGain officials, is that enterprises with legacy, non-integrated customer service products "face non-existent product road maps or costly, forklift upgrades to new unproven versions." For companies who want something else, Ashu Roy, CEO of eGain says their SafeSwitch Program "will make the decision even easier for them."