11/20/03

eGain Experiences Continued Momentum for Latest Release of Customer Service Software Suite

Kurt Peters , Executive Editor

Existing and New Customers Use eGain Service 6 for Scalable Customer Service and Integrated Service Fulfillment at Reduced Cost of Ownership

SUNNYVALE, Calif. -- November 20, 2003 -- eGain Communications Corp. (Nasdaq: EGAN), a leading provider of customer service and contact center software to the Global 2000, today announced that the company is experiencing strong adoption of eGain Service 6, the industry`s most comprehensive customer service suite that is based on a single platform for customer service management (eGain SMP (tm), eGain`s Service Management Platform).

The new suite appeals to customers looking to seamlessly extend customer interaction management with follow-on task management and service fulfillment in their contact center operations. Additionally, outsourcers are leveraging its multi-tenancy capability to cost-effectively serve multiple clients from a single deployment, while enterprises are able to serve multiple departments from a single installation while sharing and leveraging best practices across these departments, and reducing cost of ownership. Several companies in industry sectors such as outsourcing, travel and hospitality, financial services, telecom and retail have implemented the solution. Among early customers: Charter Communications, La Quinta Corporation, Brookstone, Lockheed Martin, Wine Country Gift Baskets, Affina, Atlanta Journal-Constitution and Vistaprint.

"The Atlanta Journal-Constitution not only prides itself on being one of the most trusted news sources in the world but also in providing outstanding service to its readers and business clients," said Diane Glass, Director of Online Database Management for the Atlanta Journal-Constitution, one of the enterprises that have implemented the email management application in the eGain Service 6 suite. "With its rich and versatile functionality, eGain Service 6 will enable us to sustain our service excellence."

"Through 2004, companies will continue to focus on deriving as much return across the enterprise from CRM investments as possible," said Tim Hickernell, Vice President META Group. "Service platforms that enable a single physical installation to be provisioned as multiple virtual deployments can allow more and smaller service processes to be automated across an enterprise, such as departmental service projects whose individual scopes otherwise might not pass muster for traditional service platform investments."

About eGain Communications Corp.
eGain (Nasdaq: EGAN) 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, automating fax and paper-based service processes, live web collaboration, service fulfillment, knowledge management, and web self-service. 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
Anand Subramaniam
eGain Communications
Tel: 408 212 3506
Email: pr@egain.com

Topics:

Customer experience, Customer relationship management, EGain, NGenera CIM, Telecommunications systems

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