eGain’s Email Management Software Enables Brookstone to Increase Contact Center Productivity and Provide Superior Customer Service
Brookstone uses eGain Email 6.0 to enable contact center agents to effectively and efficiently process customer emails
SUNNYVALE, Calif. – May 4, 2004 -- eGain Communications Corporation (OTC BB: EGAN.OB), a leading provider of customer service and contact center software to the Global 2000, today announced that Brookstone, Inc., a nationwide specialty retailer, increased the productivity of its customer contact center with eGain Email 6.0, the industry`s leading software for scalable and intelligent processing of customer emails and web-form requests.
Brookstone customers increasingly use email to research product information and receive customer service. Among transactions conducted over email: placing orders, receiving order and shipping confirmations, and getting answers to questions on product availability, features, order status, delivery options and store policies. A long-time customer of eGain, Brookstone had used previous versions of eGain’s email management solution to enable agents to provide effective and timely email-based customer service. The company implemented eGain Email 6.0 to exploit new capabilities such as visual workflow modeling, single deployment across multiple departments, and easy-to-use agent interface, in addition to core capabilities such as intelligent routing and autosuggestions. Moreover, Brookstone uses the rich email capability in eGain Email 6.0 to not only increase its service effectiveness but also provide additional offers to consumers.
"Solutions like eGain Email 6.0 enable us to meet the high standards and requirements we have set for associates in our Customer Contact Center," said Tom Reed, Database Administrator for Brookstone. "Furthermore, eGain Email’s scalability will enable us to meet escalating demand for customer service from our growing online customer base, while reducing contact center operating costs."
"Our sixth-generation solution for email management is continuing to experience strong market adoption," said Ashutosh Roy, CEO of eGain. "We are delighted that a leading retail company like Brookstone is using the solution to further boost contact center performance and service excellence."
About eGain Communications Corp.
eGain Communications Corp. is a leading provider of customer service and contact center software and services. Trusted by prominent companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for over a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into profit centers, and extend their service-based competitive advantage. eGain Service 6™, the company`s software suite, available licensed or hosted, includes integrated, best-in-class applications for customer email management, knowledge management, web self-service, live web collaboration through chat and co-browsing, automation of fax and paper-based service interactions, 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, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems.
Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company`s offices-United States: (888) 603-4246 ext. 9; London: +44 (0) 1753-464646; Tokyo: 81-3-5778-7590.
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
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Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain`s plans, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. The words and expressions "look forward to," "will," "expect," "plan," "believe," "seek," "strive for," "anticipate," hope," "estimate" and similar expressions are intended to identify the Company`s forward-looking statements. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks include, but are not limited to, the challenging economic environment; the uncertainty of demand for eGain products; the anticipated customer benefits from eGain products; increased competition and technological changes in the markets in which eGain competes; eGain`s ability to manage its expenditures; the performance of eGain`s management in achieving strategic goals and other risks detailed from time to time in the company`s filings with the Securities and Exchange Commission, including the company`s annual report on Form 10-K filed on September 29, 2003, and the company`s quarterly reports on Form 10-Q as may be amended and in effect from time to time. eGain assumes no obligation to update these forward-looking statements.
About Brookstone
Brookstone, Inc. is a specialty retailer that operates 272 Brookstone Brand stores nationwide and in Puerto Rico. Typically located in high-traffic regional shopping malls and airports, the stores feature unique and innovative consumer products. The Company also operates three stores under the Gardeners Eden Brand, and a direct marketing business that consists of three catalogs titles -- Brookstone, Hard-to-Find Tools and Gardeners Eden -- as well as e-commerce web sites at http://www.brookstone.com/ and http://www.gardenerseden.com.
eGain Media Contact
Anand Subramaniam
eGain Communications
Tel: 408 212 3506
Email: pr@egain.com
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