eGain Experiences Strong Momentum in the Business Process Outsourcer Market (email this article)

(Company Profile, Past Stories, Case Studies) SUNNYVALE, CA--Nov 11, 2003 -- eGain Communications Corp. (NasdaqSC:EGAN - News), a leading provider of customer service and contact center software to the Global 2000, today announced that the company is experiencing strong momentum in the business process outsourcer market. Among eGain's outsourcer customers: Aegis, Harte Hanks, Connextions, ADP, The Metropolitan Cooperative Library System, Spherion Corporation, Data Listing Services, ECE, Ventura (UK), MM Group and Lockheed Martin.
 
When it comes to customer service software infrastructure, market-leading outsourcers are looking for end-to-end, best-of-breed offerings for assisted as well as self-service, multi-tenancy, industrial strength scalability, strong workflow and centralized reporting capabilities. End-to-end, best-of-breed solutions allow outsourcers to provide best-in-class capabilities to their clients while rationalizing vendor relationships. Multi-tenancy allows them to serve multiple clients from a single deployment at reduced total cost of ownership. Scalability is critical to serving enterprises with high customer interaction volumes. Workflow and centralized reporting capabilities are key to optimizing outsourcer operations across distributed contact centers and clients.
 
eGain Service 6™, the company's latest version of its industry-leading customer service software suite, uniquely and completely addresses all the aforementioned requirements. Based on a single, highly scalable 100% J2EE-based service management platform, the suite includes a complete and integrated set of applications for assisted and self-service. Among outsourcer-centric features in the suite: multi-tenancy and multi-departmental capabilities, a visual rule-based workflow modeler, robust reporting across clients, agent groups and contact centers, and much more.
 
"Aegis has been providing customer care and acquisition services to leading companies for over three decades," said Brad Coleman, VP of Application Development and Infrastructure for Aegis Communications Group, a leading marketing and customer services company based in Irving, Texas. "eGain's contact center software has allowed us to enable service excellence for our clients, while measuring and maximizing the performance of our contact centers and agents."
 
About eGain Communications Corp.
eGain (NasdaqSC:EGAN - News) is a leading provider of customer service and contact center software and services. Trusted by prominent companies across the world, 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, available licensed or hosted, includes integrated, best-in-class applications for customer email management, automating fax and paper-based service processes, live web collaboration, service fulfillment, knowledge management, and web self-service. 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 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.
 
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.