Thursday, August 11, 2005
Aliant offers customers new online self-service options
Atlantic Canada –
Aliant, Atlantic Canada's leading information and communications technology provider, announced today that more online self-service options are available to customers via their web site - www.aliant.net
. Customers will save time by using Aliant.net
, day or night, to get answers to non-technical and technical questions in real-time, through online self-service, thanks to a partnership with eGain - a leading provider of customer service and contact centre software.
“The service experience we are delivering to our customers has been improved with the help of eGain’s software,” said Deanna Gallaway, Director, Self Serve Channels, Aliant. “Using the new tool, our customers can simply type in a problem and are guided to a solution through an interactive dialogue. Alternatively, our customers can view our list of frequently asked questions and answers to seek solutions to current issues or find helpful tips.”
Aliant’s broad range of self-service options provides a convenient service for its customers. Other Aliant.net
• Troubleshooting problems such as no dial tone and miscellaneous cellular service and Internet issues;
• Finding information and ordering of services such as Aliant Value Packages or specific features such as Call Answer and Call Forwarding;
• Accessing user guides and tutorials;
• Remote diagnostics for Internet connections from home computers; and,
• Paperless billing and online bill payment
Other enhanced features and services on Aliant.net
include online piano lessons, news-on-demand, downloadable and streaming music files, video gaming, and online shopping. Internet security services such as Aliant Anti-Virus, Aliant Personal Firewall, Aliant Parental Control, and Aliant Anti-Spyware are also available to customers on the web site.
The new self-serve capabilities on Aliant.net
are enabled by customer service knowledge management software from eGain. The same underlying knowledge engine is also used by call center agents to quickly resolve customer issues on the phone.
“We’re proud of our relationship with a communications leader such as Aliant,” said Ashu Roy, CEO of eGain. “We look forward to working with them as a strategic partner.”
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping customer service organizations, help desks and e-business operations achieve and sustain service excellence for more than a decade. Twenty-four of the 50 largest global companies rely on eGain to transform their traditional call centers into multichannel customer interaction hubs, and to extend their service-based competitive advantage.
eGain Service 7™, the company's software suite includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact center management, and certified out-of-the-box integrations with leading call center, content and business systems. Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com
or call the company's offices: United States: 800-821-4358; London: 1753-464646; Tokyo: 3-5778-7590.
From its home base in Atlantic Canada, Aliant (TSX: AIT) delivers a wide variety of innovative and traditional communications services, including local and long distance telephony, wireless, Internet, e-commerce, interactive multimedia, data and managed network services to more than two million consumers and over 80,000 enterprises. Aliant complements its industry-leading telecommunications business with strengths in information technology solutions and knowledge-services applications. The company's approximately 8,400 employees build on Aliant's 100-plus year history by collaborating to deliver the highest quality of customer service, choice and convenience. Aliant has a market capitalization of approximately $3.5 billion.
To view an FAQ & How To page from aliant.net please follow the path below:
• Open your browser and type in www.aliant.net
• Select (click) the Help and Support
tab (blue bar across the top of the page) and select For Your Home/Internet
• Under the Help Topics
headline (left side of the page), select FAQ & How To
• On this page select Internet,
then select High-Speed/Using Services
For more information contact:
Peter Murchland, Aliant Public Affairs
(877) 487-3165 or (902) 499-5837
eGain Communications Corp.
Media representatives are encouraged to sign up for Aliant News Alerts