| Publisher | eGain Communications | ||
|---|---|---|---|
| Format | Date added | 11 Jul 2006 | |
| Topics | Customer Support Services, Knowledge and Data Management | ||
| Downloads | 104 | ||
Aliant serves more than two million consumers and over 80,000 enterprises. With deregulation Canada's telecom sector became highly competitive. Smaller companies were challenging Aliant's market share. The company launched its Customer Service Transformation Initiative with the goal to take customer satisfaction and retention to new levels, while reducing contact center operating expenses. Aliant wanted a knowledge management solution trusted by other large telecom companies and a vendor who would infuse industry best practices into Aliant's customer interaction and knowledge management processes. Aliant implemented eGain's knowledge management and web self-service applications, and also engaged eGain's professional services for business process consulting and implementation.
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