Mountain View, CA (October 26, 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 deployment, today announced that Soulmatch.com, the values-based, spiritually-centered online dating service, created by Beliefnet, Inc, is utilizing eGain’s software for email response management and web self-service.
For both the spiritual dabbler and the devout, Soulmatch has the depth and accessibility to let users express their own personal beliefs and practices. Soulmatch allows users to decide whether to search by broad values and spiritual criteria or do faith-by-faith matching. Soulmatch was created by Beliefnet as a way for values-based, spirituality-attuned people from all backgrounds to become part of a new community. "Excellent service is at the heart of our value proposition to members,” said Alain Jacquot, CTO & EVP of Operations at Beliefnet. "We chose eGain based on the strength and depth of its customer service platform, the ability to easily integrate with our transaction systems, and its expertise in enabling member services for online communities.” eGain was chosen over RightNow Technologies.
The Soulmatch interaction hub was set up in less than three weeks. It includes on-demand versions of eGain SelfService™ and eGain Mail™, and uses eGain Data Adapter™ to integrate member service processes with the customer transaction system. The hub provides Soulmatch members:
· Web self-service access to the contact center knowledge base through search and FAQ (frequently asked questions)
· Ability to extend the interaction to include email assistance if they can't find the right answer through self-service
Since it started using eGain’s solutions, Beliefnet has been able to provide quick, consistent service across interaction channels, as well as deflect over 30% of incoming email and phone contacts to self-service.
"Beliefnet is a new addition to our strong customer base in the online communities sector,” said Ashu Roy, CEO of eGain. "With eGain OnDemand, the hosted version of our solutions, online businesses and communities can get their customer care initiatives up and running in a matter of days or weeks.”
About Beliefnet and Soulmatch
Beliefnet, Inc. is the leading multi-faith media company and online community dedicated to helping people meet their own religious and spiritual needs – in an interesting, captivating and engaging way. Beliefnet is independent and not affiliated with a particular religion or spiritual movement. Beliefnet, Inc. is a privately held company funded by employees, individual investors and Blue Chip venture Company. Learn more at www.beliefnet.com.
Soulmatch was founded in 2004 to continue the primary mission of Beliefnet: helping people meet their spiritual needs. Perhaps no spiritual need is greater than the need for companionship, connection, and love. Learn more at www.soulmatch.com.
About eGain
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand 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 multichannel customer interaction hubs, and to extend their service-based competitive advantage. eGain Service 7™, the company’s software suite includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management 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, multichannel, multisite contact center management, 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.
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