MTN to enhance customer experience with eGain-enabled multichannel customer service

Issued by Buffalo Communications Ltd for Inter-Active Technologies
Slough, UK (Marketwire), 24 Sep 2007

eGain (OTCBB: EGAN), a leading provider of customer service and contact centre software, today announced that MTN, a global communications partner and leading cellular network operator in South Africa, has selected eGain Mail and eGain Knowledge to improve e-mail and traditional phone customer service.

MTN selected both eGain Mail and eGain Knowledge with the view to improve the customer service offered by its over 2 000-seat contact centre, by providing agents with real-time access to knowledge, templates and an e-mail tracking system. Currently rolling out to 200 contact centre agents, eGain Mail will enable MTN's agents to deal with complex requests in a timely and consistent manner.

"The importance of e-mail as a channel for communicating with customers is constantly increasing in the South African market. eGain Mail will provide us with more control over incoming and outgoing e-mails, with the ability to track the progress and quality of e-mail responses, allowing us to guarantee all e-mail communications are of the highest standard. Providing our agents with access to templates will also improve the quality and response time for all customer e-mails," said Karen Brits, Manager Telephony Systems at MTN.

eGain's South African partner Inter-Active Technologies, a specialist in call centre and communications operation, will implement and support both solutions starting with eGain Mail. Inter-Active is also using eGain Mail and eGain Knowledge in its own contact centre operation. "MTN's adoption of eGain's solutions is a positive sign that the South African contact centre marketplace is ready to move to the next level of customer service management, with the use of new technologies such as knowledge management and e-mail response management solutions," said Brendan van Staaden, CEO, Inter-Active Technologies.

"To support their rapidly growing business, MTN recognised the need for eGain solutions to optimise the effectiveness and efficiencies of their systems and people, while enabling the company to maximise every customer relationship," said Andrew Mennie, Vice-President and General Manager EMEA. Mennie continued: "We are very proud to enter into such an exciting relationship with a leading communication services provider such as MTN."

eGain Service

eGain Service is the industry's most comprehensive customer interaction hub software suite and the first solution to support short message service (SMS) customer service interactions, as well as next-generation Web self-service, chat, co-browsing, e-mail, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfilment. eGain Service is built on eGain CIH Platform, the industry's most flexible and integrated customer interaction hub platform. Based on a 100% J2EE architecture, it includes out-of-the-box integration with leading business applications, content management systems, and call centre infrastructure solutions. With its fine-grained service-oriented architecture (SOA), eGain CIH platform enables rapid development of powerful applications.

For more information about eGain Service, please visit: http://www.egain.com/products/multichannel_service.asp.

eGain OnDemand, the industry's first-ever on-demand eService software, is a proven, robust and scalable SaaS solution that has been used by companies of all sizes to rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at: http://www.egain.com/products/on_demand.asp.

eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact centre software for in-house or on-demand SaaS deployment. For over a decade, the world's largest companies have relied on eGain to transform their traditional call centres, help desks, and Web customer service operations into multi-channel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multi-channel customer service, end-to-end service process efficiencies, and enhanced contact centre performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries. To find out more about eGain, visit www.eGain.com or call the company's offices: London: +44 (0) 1753 464646; Dublin: +353 1 8373085; Netherlands: +31(0) 205708934; Italy: +39 2 46712239 and United States: +1 800 821 4358.

MTN

The MTN Group Limited (MTN Group) is a leading provider of communication services, offering cellular network access and business solutions. The MTN Group is listed in South Africa on the JSE under the Industrial - Telecommunications sector.

Launched in 1994, the MTN Group is a multinational telecommunications group, operating in 21 countries in Africa and the Middle East. As at the end of December 2006, MTN recorded more than 40 million subscribers across its operations.

The MTN Group operates in Botswana, Cameroon, C^ote d'Ivoire, Nigeria, Republic of Congo (Congo-Brazzaville), Rwanda, South Africa, Swaziland, Uganda, Zambia, Iran, Afghanistan, Benin, Cyprus, Ghana, Guinea Bissau, Guinea Republic, Liberia, Sudan, Syria and Yemen.

Inter-Active

Inter-Active Technologies is a specialist call centre and communication operation. Years of services innovation and system design in customer contact centres, business communication services and ICT has positioned Inter-Active as a sought-after customer contact "delivery channel." We are specialists in helping our customers improve communication with their clients through the provision of contact centre maximisation and consulting services, contact centre outsourcing, hosted application service models (ASMs), contact centre technologies, business process management and solution architectures! This way, our customers: save money, enjoy return on investment in people and technology, deliver incomparable customer service, improve business efficiency and boost productivity. With headquarters in Johannesburg, South Africa and offices in Lagos, Nigeria, Inter-Active Technologies is well positioned to drive contact centre delivery services to the African market as a whole. Inter-Active Technologies (Pty) Ltd is an Authorised Financial Services Provider: FSP number 28900.

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MTN to enhance customer experience with eGain-enabled multichannel customer service

Leading cellular network operator in South Africa selects eGain Software for e-mail and call centre knowledge management.