Frederick's of Hollywood Implements eGain’s Email Management Software for More Responsive Customer Service  (email this article)

Mountain View, Calif. – September 23, 2004 - eGain Communications Corp. (Company Profile, Past Stories, Case Studies) (OTC BB: EGAN.OB), a leading provider of customer service and contact center software for in-house or on-demand hosted deployment, announced that Frederick's of Hollywood, a leader in special and intimate occasion products and services, has deployed eGain's email management solution. eGain was chosen over RightNow Technologies based on its proven integrations with existing order management and shipment tracking systems, scalable J2EE architecture, as well as the breadth and depth of its solution. Online retail best practices and processes embedded in the solution enabled Frederick’s email customer service operation to be up and running in a matter of days.

A comprehensive and proven solution for email response management used by leading companies around the world, eGain Mail 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, 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. eGain Mail is an integral part of eGain Service 6, a complete, best-of-breed solution for unified multi-channel customer service.

Frederick's Phoenix-based contact center receives 15,000 emails a month on average, and as many as 21,000 emails in a busy month. Before deploying eGain Mail, the contact center was finding it hard to meet the corporate goal of responding to all customer emails within 48 hours due to the large volume of email, and slower responses meant even more emails to handle because customers would send repeat emails. With the help of eGain Mail features such as the agent knowledge base, round-robin ticket pushing, and automated answer suggestions, agents are now able to respond more quickly. Frederick’s has already accomplished its new goal of responding to customer emails within 24 hours. When eGain Mail's auto-response functionality is deployed, the company expects to further reduce response times.

"We decided to go with eGain because the company has a track record of enabling retail companies to provide reliable and responsive customer service," said Clay Myers, the manager of the Frederick's contact center. "In addition, eGain’s services team has been very helpful and their technical support is outstanding. But most importantly, we've seen a significant improvement in contact center productivity and response time since deploying eGain Mail." "The tangible benefits of our email management solution are reduced response times and increased contact center productivity. However, the intangible benefit of improved customer satisfaction results in a significant competitive advantage for our customers," said Ashu Roy, CEO of eGain. "We are pleased that a market innovator like Frederick's of Hollywood was able to start using eGain Mail within a week to optimize and streamline its email customer service. This is yet another example of the rapid ROI that we deliver to our customers."

About Frederick's of Hollywood
With estimated annual revenues of over $140 million, Frederick's of Hollywood owns and operates about 145 women's intimate apparel retail stores in the U.S., a mail-order catalog business in the U.S. and Canada, and an online shopping site at www.fredericks.com. The company is privately held by the Wilshire Partners investment firm.

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 to 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 find out more about eGain, visit http://www.eGain.com or call the company’s offices: United States: 800-821-4358; London: 1753-464646; Tokyo: 3-5778-7590.

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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.