JD.com and Alibaba create indexes to identify Chinese shoppers’ spending trends, which help retailers gain insight.
The integrated solutions will enable personalized customer experiences across interaction channels, including web self-service.
Sunnyvale, CA (January 10, 2012): eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction software, today announced that its eGain Service Suite – including knowledge, chatbot, chat, cobrowse and social applications – is now an SAP-endorsed business solution. The eGain Service Suite integrates with and enhances the SAP® Customer Relationship Management (SAP CRM) application. The integrated solutions will enable personalized customer experiences across interaction channels, including web self-service.
“SAP CRM, which benefits from SAP’s insight into client needs as a market leader in enterprise application software, used in combination with our top-rated suite creates a compelling proposition,” said Ashu Roy, eGain Chairman and CEO. “The integrated solutions from eGain and SAP have the potential to redefine CRM in a multichannel world.”
Solutions endorsed by SAP AG are complementary to SAP software offerings, are developed in accordance with SAP development guidelines, and provide additional choices and flexibility for businesses running SAP applications. As part of the agreement between eGain and SAP, both companies will share technology and product roadmaps.
“eGain Service Suite will uniquely complement our comprehensive SAP CRM offering,” said Anthony Leaper, senior vice president, CRM Product Management and Global Strategy, SAP. “We share a common goal: To help our clients wow and win customers with memorable experiences. Through the enhancement provided by the integration of eGain Service Suite and SAP CRM, we intend to collaborate to deliver on that goal.”
“Knowledge enablement and multichannel interaction excellence are key components of a sound CRM strategy,” said Michael Maoz, vice president and distinguished analyst, Gartner. “Clients should look for both a good formal knowledge base as well as federated search capabilities. A smart approach is an integrated set of technologies that support key processes and leverage existing CRM and ERP infrastructure.
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).