eGain Announces eService Trade-in Program
The eGain SafeSwitch(TM) Program Provides Best-in-Class Alternative to Obsolete eService Software, Allowing Safe Conversion to eGain and Protecting Prior Investments
SUNNYVALE, CA -- 04/03/2003 -- eGain Communications Corp. (NASDAQ: EGAN), a leading provider of customer service management software and services to the Global 2000, today announced a program that will allow customers of tactical eService point products or legacy eService systems to safely switch to eGain’s proven, best-in-class solutions that are based on a strategic platform for customer service management, while trading in the un-depreciated value of their prior investment*.
The Need
Enterprise customers that invested in point products for email management, knowledge management, web collaboration and web self-service are starting to replace them with proven enterprise eService solutions based on a strategic customer service management platform. Among the reasons:
- Point product vendors that are either saddled with high cost
structures or lack eService focus, have failed to innovate in
their core product space, leading to stagnant solutions that
are out of touch with changing customer needs
- The ongoing industry consolidation has led to acquisitions
that often result in the elimination of redundant products,
leaving customers in the lurch
eGain Emerges as Strategic Alternative
eGain provides comprehensive, best-in-class solutions that are based on a unique, open and flexible service management platform. With a 6th generation Internet architecture and high-productivity user interface, eGain provides a highly reliable, proven and scalable solution for mission-critical customer service across the phone and online channels. Unlike CRM generalists, eGain has focused exclusively on customer service, allowing it to deliver the best products in this arena. Furthermore, eGain leverages a unique and established global operating model for sustained product innovation regardless of economic cycles, while most other vendors have scaled down their R&D efforts to bare-bone levels in the “down” economy. Many enterprises have switched to eGain’s next-generation customer service management solutions, in favor of existing software investments, to take their multi-channel customer service to the next level.
"The scalability and functionality requirements of e-service systems change significantly as businesses start growing or look at cross-line-of-business deployments," said Tim Hickernell, Sr. Program Director, Technology Research Services at META Group. "These situations are beginning to trigger replacement of smaller systems with enterprise-class, eService systems among some Global 2000 firms."
To make it easier and attractive for customers to convert to eGain, the company is now offering the eGain SafeSwitch™ Program. “Product commoditization and the down economy have brought customer service to the forefront as a strategic differentiator,” said Ashu Roy, CEO of eGain. “We are continuing to see companies get rid of obsolete point products in favor of leading-edge strategic solutions for service. The SafeSwitch Program makes the ROI for replacement even more compelling with its unique investment protection guarantee.”
eGain SafeSwitch Program
Available immediately for customers in North America, the program allows customers to trade in their current eService software investment and implement eGain’s in-house or hosted solution, while getting credited for the un-depreciated value of their legacy system, assuming a 3-year depreciation period*.
The eGain SafeSwitch Program is available to replace email management, knowledge management, live web collaboration, self-service and other eService systems from existing and acquired vendors such as:
- Divine/Delano/eShare
- Firepond/Brightware
- Kana/ServiceSoft
- Mustang/Quintus/Avaya
- Webline/Cisco
How to Get Additional Information
Customers can get additional details by simply sending an email to sales@egain.com or calling 1-888-603-4246 extension 9.
About eGain Communications Corp.
eGain (NASDAQ: EGAN) is a leading provider of customer service management solutions for global enterprises. 24 of the 50 largest global companies rely on eGain solutions to transform their traditional call centers into profit centers. eGain Service 6™, the company’s software suite, also available as a hosted service, includes integrated, best-in-class applications for web self-service, virtual agent customer service, customer email management, live web collaboration and knowledge management. These robust applications are built on the eGain Service Management Platform™, a scalable next-generation framework that includes end-to-end service process management, multi-site contact center management, a flexible integration approach and certified out-of-the-box integrations with leading call center and business systems.
Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide, including ABN AMRO, DaimlerChrysler, and Vodafone. To find out more about eGain, visit 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, forecasts, 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. 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; 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 28, 2002, and the company`s quarterly reports on Form 10-Q. eGain assumes no obligation to update these forward-looking statements.
* Subject to certain restrictions. Details available on request.
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