Mountain View, Calif. – August 17, 2004 – eGain Communications Corp. (Company
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La Quinta was originally using generic enterprise email software and an internal system to process inbound email requests from guests. The company was looking to automatically classify and intelligently route incoming emails and improve contact center agent productivity, while reducing response time. Moreover, the company wanted to digitize and track both paper and phone-based communications with guests as well as franchise managers, and automate service tasks that followed initial interactions.
“We selected eGain Mail 6 because of its ability to integrate with our existing systems, in addition to agent productivity tools and service fulfillment capabilities,” said John Novak, Chief Information Officer for La Quinta. “We’ve seen a measurable improvement in contact center productivity and service process efficiencies since its deployment.”
“Increasingly, our email management solution is being used to automate follow-on service fulfillment tasks, and log and track phone-based service requests, in addition to answering email-based customer questions,” said Ashu Roy, CEO of eGain. “We are pleased that a market leader like La Quinta is using eGain Mail 6 in innovative ways to further automate their service processes.”
About La Quinta
Dallas-based La Quinta Corporation (NYSE: LQI), a limited-service lodging company, owns, operates or franchises more than 375 La Quinta Inns and La Quinta Inn & Suites in 33 states. For more information about La Quinta, please visit its website at www.LQ.com or for reservations at any La Quinta hotel call 1-800-531-5900.
About eGain Communications Corporation
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand hosted deployment. 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 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 Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To learn 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.
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