SUNNYVALE, Calif. - July 30, 2003 -- eGain Communications Corp. (Nasdaq: EGAN) (Company
Profile, Past
Stories, Case
Studies), a leading provider of customer service management software and services to the Global 2000, today announced that Esteban Kolsky, CRM
Research Director of Gartner Group, will lead an online seminar "Customer Interaction Hubs - Key Imperative for Customer Intimacy". The webinar will focus on
why contact centers need to become customer interaction hubs to thrive in today's business environment, and how to get there. The event is scheduled for August
20, 2003 from 8:30 am to 9:30 am Pacific Time.
Click below to register:
http://www.egain.com/pages/WebinarRegForm.asp
A survey of CIOs and business strategists by Gartner Group in the first half of 2003 showed that companies view customer intimacy and customer service excellence as top
business priorities and key differentiators. According to Gartner Group, keeping profitable customers will become a formal measure of business valuations by 2007. The
customer contact center can play a critical role in helping companies achieve that goal. However, in order to get there, today's contact centers have to transform themselves
into multi-channel customer interaction hubs (CIH).
"The CIH is an integrated customer interaction framework or hub that allows the enterprise to choose the right method of responding to a customer query, based on a
common view of the customer, business rules and content," said Esteban Kolsky. "The end-result is the right service and the right information to the right
customer, driving profitability and customer retention."
"eGain has always prided itself on enabling world-class customer service for its customers," said Anand Subramaniam, VP of Marketing for eGain. "The
eGain Service 6 (tm) applications suite, built on eGain SMP (tm), a unifying service management platform, allows companies to build thought-leading frameworks such as
the CIH championed by Gartner Group."
The online seminar will cover the following areas:
- What is a CIH?
- What is the need for a CIH?
- Is CSH a framework or a product?
- What are the building blocks required for a CIH?
- Critical success factors in implementing a CIH including technology, process and
people
- How eGain enables a CIH
About Esteban Kolsky:
Esteban Kolsky is a Research Director at Gartner Group, where he focuses on customer relationship management (CRM), customer service, e-service and e-business. Prior
to joining Gartner, Mr. Kolsky founded a company that invented a technical architecture to provide point-of-need customer service. Mr. Kolsky has 18 years of experience,
with eight years in technology and strategy consulting, customer service applications, CRM, helpdesks, and Internet-based and e-business applications. Mr. Kolsky earned
a bachelor's degree in computer information systems from the California State Polytechnic University in Pomona.
Date and Time of Event
August 20, 2003 from 8:30 am to 9:30 am Pacific Time.
How to Register
To attend, please fill out the registration form at:
http://www.egain.com/pages/WebinarRegForm.asp
Registrants will get login and call-in information one week prior to the event. For additional information, call 1-888-603-4246 extension 9.
About eGain Communications Corp.
eGain (Nasdaq: EGAN) is a leading provider of customer service management solutions used by global enterprises 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 competitive advantage through unmatched customer service. eGain Service 6 (tm),
the company's software suite, available licensed or hosted, includes integrated, best-in-class applications for customer email management, live web collaboration, virtual
agent customer service, 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 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.
email this article