Staples Uses eGain LIVE™ Software To Provide Greater Customer Service Convenience
Leading Online Office Supplies And Business Services Web Site Leverages Online Customer Service Tool
SUNNYVALE, CALIF., (July 10, 2001) - eGain Communications Corporation (Nasdaq: EGAN) announced today that Staples, Inc. (Nasdaq: SPLS) has deployed eGain Live™ real-time interaction software in its customer contact center. Using eGain Live for online text chat and web collaboration, Staples offers instantaneous online customer service assistance at www.Staples.com.
Through eGain Live, customers can interact with Staples` customer service in a live text chat, typing in questions and receiving a nearly instantaneous response from a Staples.com call center associate. The call center associates can simultaneously assist multiple customers with questions ranging from site functionality to information on products and business services offered on Staples.com..
"With the eGain Live solution, customers can learn more about Staples.com`s time-saving functionality and make more informed selections of everything needed to run a business," said Christine Komola, chief financial officer of StaplesDirect.com. "eGain Live is an easy-to-use yet powerful solution that not only provides an innovative way to further improve our customer service, it helps increase productivity in our call centers as well."
"We are very pleased to provide Staples with eGain Live - a software application that can yield fast return on investment," said Gunjan Sinha, president at eGain. "As the Web gains momentum as an essential customer service channel, we intend to offer the best solutions available to improve customer relationships. eGain Live is an incredibly valuable tool for leading companies like Staples, who want to raise the bar on customer service."
eGain Live is a Web-based customer service application that enables companies to deliver high value, live assistance to online customers. Communications tools include real-time text chat, escorted browsing, online form assistance, telephone callback, meetings, and support for Voice-over Internet Protocol (VoIP). This award-winning solution enables a company`s customer service representatives to instantly provide customers with pictures, URL links, product specifications, pricing information, order forms and other assistance over the Web. Using eGain Live, service representatives can increase revenues by up-selling and cross-selling while also building customer loyalty.
About Staples, Inc.
Staples Inc. is an $11 billion retailer of office supplies, business services, furniture and technology to consumers and businesses from home-based businesses to Fortune 500 companies in the United States, Canada, the United Kingdom, Germany, the Netherlands and Portugal. Headquartered outside Boston, Staples invented the office superstore concept and today is the largest operator of office superstores in the world. The company has over 50,000 employees serving customers through more than 1,300 office superstores, mail order catalogs, e-commerce and a contract business. More information about the company is available at http://www.staples.com.
About eGain Communications
eGain (NASDAQ: EGAN) is a leading provider of Enterprise Interaction Management (EIM) software for the Internet. Selected by 24 of the 50 largest global companies to transform their traditional call centers into multi-channel eService networks, eGain solutions measurably improve operational efficiency and customer retention - thus delivering a significant return on investment (ROI). eGain`s best-in-class application suite includes email management, web collaboration and self-service, and a scalable enterprise-wide knowledge management solution. Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 750 enterprise customers on a worldwide basis - including AOL, Charles Schwab and Verizon. To find out how eGain can help you gain customers and sustain relationships, please visit www.eGain.com or call the company`s offices - US: (888) 603-4246; London: +44 (0) 1753 464646; Sydney: +612 9492 5400.
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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 and uncertainties include, but are not limited to, 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 growth; intense competition for qualified employees; 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, 2000, and the company`s quarterly reports on Form 10-Q. eGain assumes no obligation to update these forward-looking statements.
eGain is a registered trademark, and the other eGain product and service names appearing in this release are trademarks or service marks, of eGain Communications Corp. All other company names and products are trademarks or registered trademarks of their respective companies.
Media Contacts:
eGain Communications Corp.
Anne Carr
eGain Communications
(408) 331-7721
acarr@egain.com Staples Inc.
Debby Hohler
LifeFX
(508) 253-8509
deborah.hohler@staples.com
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