eGain Announces Validation of eGain Email Management Software with Aspect Enterprise Contact Server
Adapter Enables Rapid Time-to-Benefit and Integrated Customer Service Across Phone and Email
Sunnyvale, Calif. - April 6, 2004: eGain Communications Corp., (OTC Bulletin Board: EGAN), a leading provider of customer service and contact center software to the Global 2000, today announced the validation of eGain Email 6.0`s integration with the Aspect® Enterprise Contact Server version 5.2 via the eGain CTI Adapter(tm). The latest version of the company`s best-of-breed software for customer e-mail management, eGain Email 6.0 is also an integral part of eGain Service 6, the company`s software suite for unified multi-channel customer service. With this out-of-the-box integration, contact centers that use eGain Email 6.0 with Aspect`s contact server, will be able to provide unified customer service across email and the phone. The packaged integration ensures rapid time to benefit, while lowering overall cost of ownership for the multi-channel customer service infrastructure.
eGain and Aspect Communications Corporation have worked together to enable multi-channel contact centers for more than 30 joint customers. As enterprise contact centers add communication channels such as live Web collaboration and email to the phone channel, the combined solution will allow them to further reduce operational costs, optimize agent usage, and provide context-aware customer service across channels.
"eGain and Aspect provide best-of-breed customer communication products for the email and phone channels respectively," said Arnold Adriaanse, SVP of Sales for eGain. "This validation ensures that multi-channel contact center clients can leverage our best-of-breed products without having to go through a time-consuming integration project."
"As multi-channel contact centers become popular, companies must evaluate, prioritize and serve email requests quickly in order to increase customer satisfaction," said Pat Bernard, vice president of channels and alliances at Aspect. "This solution allows our mutual customers to integrate email as a communication channel in their contact centers, so that email and voice communications are no longer silos that cause businesses to provide inconsistent service to customers. eGain is a valued member of our alliance program, and we`ve worked closely on this validation to help ensure that our joint customers benefit from the combined solution."
About eGain Communications Corporation
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(tm), 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 via 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(tm)(eGain SMP(tm)), 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.
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.
eGain Media Contact
Peggy Prendergast
eGain Communications
Tel: 408 212 3732
Email: pr@egain.com
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