MOUNTAIN VIEW, CALIFORNIA – September 23, 2004: eGain Communications Inc., (Company
Profile, Past
Stories, Case
Studies) (OTCBB: EGAN), a leading provider of customer service and contact center software for in-house or on-demand hosted deployment, announced today that its multi-channel customer service suite received the top score for email response management (4.8 out of 5.0) among all vendors, and the top scores for knowledge base (4.1), search technology (4.4), and reporting and analysis (2.8) categories among publicly held eService vendors. eGain was among select companies that Forrester invited to participate in its TechRankings evaluation. eGain’s solution also scored high in agent collaboration tools (3.8), interaction tracking and customer history (3.6), and technology and architecture (3.6). Forrester analyzed the strengths and weaknesses of each vendor’s products through a hands-on, scenario-based evaluation process against more than 130 criteria.
“eGain receives strong ratings for product functionality and technology and remains a good choice for large multi-channel contact centers that require a scalable solution,” wrote John Ragsdale, VP and Research Director at Forrester Research, in the August 2004 report titled “Scorecard Summary: eGain Service 7 Suite.”
Among other statements in the report on eGain’s solution:
· Excellent knowledge base and content management: Building upon its case-based reasoning approach to knowledge management, eGain offers comprehensive tools for authoring and publishing content with granular controls to limit access to content by user or groups of users.
· eGain’s capabilities for interaction tracking tested well, with incident management similar in look and feel to customer service solutions.
· Pre-built data adapters are available to capture external interactions in eGain’s consolidated customer history, and drag-and-drop workflow tools are similar to business process modeling tools found in CRM vendors.
"Over the last three years in a challenging market, we invested in building the eGain Service Management Platform," said Ashu Roy, CEO of eGain. "Forrester's TechRankings rating validates our long-term strategy as we now leverage our unique platform to rapidly deploy innovative eService applications in partnership with our customers.”
eGain’s solution enables companies to:
· Provide consistent, effective and efficient customer service across channels using a centralized knowledgebase, and a common, complete view of customer interactions
· Improve agent productivity
· Reduce the need for agent-assisted service through comprehensive and flexible self-service
· Automate service processes end to end, including interaction management, knowledge management and service fulfillment
· Reduce the overall cost of providing service
Available for on-demand hosted or in-house deployment, the suite includes integrated, best-in-class applications for comprehensive and flexible web self-service, email management, knowledge content management, live web collaboration through 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 modeling and management, multi-channel, multi-site contact center management, common knowledge repository and content management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems.
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 through 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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