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Industry Research : North American Communications Companies Fall Short In Customer Service

eGain Communications Corporation, a provider of multichannel customer service and knowledge management software on-premise or on-demand, today published its 2008 international benchmarking report for the communications sector, encompassing businesses which provide services in cable, internet, phone and wireless phone. The report benchmarks and compares email customer service and web self-service offered by communications providers in North America (the US and Canada) and the UK. The research found that there is room for significant improvement in email customer service and web self-service in both North America and the UK. However, North America outperformed the UK in email response quality, speed of response and web self-service.

eGain used a "mystery shopping" approach to evaluate customer service performance. Posing as prospective buyers of high-value products and services, eGain researchers contacted leading communications providers through email, showing an obvious intent to buy, and also evaluated the self-service capabilities offered by these businesses. The objectives were to assess the responsiveness and quality of email customer service, the range of web self-service options offered, and the ability to easily escalate to agent-assisted service. The North America research also included other aspects of customer service including interaction channels offered, and multichannel and multi-agent service consistency.

The following key statistics emerged from the study:

  • North America findings:
    • 20% of the companies simply ignored customer emails
    • 45% of the companies failed to respond within 24 hours, a prevalent turnaround expectation for email customer service today
    • 45% of the responses were "poor" or "below average" in quality
    • 55% scored "above average" or "exceptional" in web self-service but 45% received "poor" or "below average", showing a dichotomy among the best and worst performers
  • North America-UK comparison:
    • The UK trailed North America significantly in both email customer service and web self-service
    • 73% of the UK sample simply ignored customer emails compared to only 20% in North America
    • Only 19% of UK companies received an "above average" or "exceptional" rating in email quality, compared to 55% in North America
    • Only 15% of the UK sample responded to emails within 24 hours compared to 55% in North America
    • Only 42% of the UK sample scored "above average" or "exceptional" in web self-service, compared to 55% in North America

"Service providers of all types — cablecos, telcos, satellite companies, and mobile carriers — face a mounting dilemma: The number of services that they offer is on the rise, resulting in increasingly complex and disparate customer service needs. At the same time, they want to trim service and support costs by encouraging customers to use Web self-service tools. Above all else, providers must optimize the service and support experience for their customers or risk losing subscribers to the competition," write Sally M. Cohen and Chris Townsend, analysts at Forrester Research, in the research report "The State of Service Provider Customer Service", dated March 31, 2008.

"Because of high subscriber churn and relentless product and service commoditization in the communications sector, email customer service and web self-service are key requirements to providing cost-effective customer service in today’s volatile economic climate," said Ashu Roy, Chairman and CEO of eGain. "It is crucial that service providers invest in robust customer service management solutions that will not only help cut costs but also improve online customer service and unify the customer service experience across all contact center channels."

About Ranjeet Rajan:
Ranjeet Rajan is an Executive at eGain in the United States

About eGain Corporation:
Company LogoeGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
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Today's Tip of the Day - Language Options

Read today's tip or listen to it on podcast.

Published: Wednesday, December 17, 2008

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2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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