4/23/04

eGain experiences strong market momentum for its sixth-generation solution for customer email management

Paul Demery , Managing Editor, B2B E-commerce

World-class companies across industry sectors use eGain Email 6.0 for mission critical email customer service, extended task management and service fulfillment

Sunnyvale, Calif. – April 22, 2004: eGain Communications Corp., a leading provider of customer service and contact center software to the Global 2000, today announced that eGain Email 6.0, its sixth-generation solution for email customer service, is experiencing strong adoption with current customers as well as new prospects, across a broad array of industry sectors. Among companies that have implemented the solution: Charter Communications, La Quinta Corporation, Brookstone Inc., Lockheed Martin Corporation, Wine Country Gift Baskets, Xdrive Inc., AFFINA Corporation, The Atlanta Journal-Constitution, Memberworks Inc., Ventura UK, Playtech Cyprus Ltd., and Vistaprint USA Inc.

eGain Email 6.0 customers are using the solution for intelligent routing and efficient processing of email and webform-based customer service requests, as well as in new areas such as:

- Task management and service fulfillment for extended service process automation. Service fulfillment activities vary from sector to sector – for instance, sending new checkbooks to consumers or mortgage loan processing in the financial services sector; provisioning broadband services for residential customers in the cable and telecom sectors; or processing refunds in the travel and hospitality sector.

- Capturing and handling service requests and incoming orders from email and non-email channels such as the phone, fax and retail kiosks, using eGain Email 6.0 for logging and tracking, answering questions, task and case management, and service fulfillment.

- Leveraging a single deployment across multiple departments within an enterprise or across multiple clients in the case of outsourcers, for reduced cost of ownership, centralized reporting and best-practice sharing.

"We deliver high-quality customer service to our clients’ end-customers," said Greg Johnson, VP of Technology for AFFINA, a leading provider of outsourced CRM services to Fortune 1000 clients and government agencies. "The advanced functionality in eGain Email 6.0 and outsourcer-centric features such as multi-tenancy enable us to not only provide exceptional email customer service to our clients’ customers at reduced total cost of ownership (TCO) but also ensure data segregation and reporting across clients."

A comprehensive and proven solution for customer email management used by leading companies around the world, eGain Email 6.0 enables contact centers to intelligently route incoming emails and process them effectively, efficiently and consistently. Among key capabilities in the solution: categorization, auto-suggest, auto-respond, centralized and searchable knowledgebase, secure messaging, multi-language support, multi-tenancy, extended task management, comprehensive reporting, workflow for regulatory compliance and quality control, and out-of-the-box integrations with leading CTI and business systems. Based on a scalable 100% J2EE architecture, eGain Email 6.0 s an integral part of eGain Service 6, a complete, best-of-breed solution for unified multi-channel customer service.

"Our customers are seeing as much as 250% improvement in email agent productivity, " said Anurag Juneja, Vice-President of Services and Solutions for eGain. "The new capabilities in eGain Email 6.0 such as extended task management and service fulfillment, and our domain expertise in contact center best practices, will enable our clients to take customer service effectiveness and efficiencies to new levels."

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™, 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™(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.

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:

business finance, EGain, Service management, Technology, Technology Internet

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