SUNNYVALE, Calif. -- December 18 , 2003 -- eGain Communications Corp. (Nasdaq: EGAN) (Company
Profile, Past
Stories, Case
Studies), a leading provider of customer service and contact center software to the Global 2000, today announced that Technology Marketing Corporation
(TMC(tm))'s Customer Inter@action Solutions® magazine http://www.cismag.com has named eGain Service 6 as a recipient of a
Product of the Year Award for 2003. Customer Inter@action Solutions® has been the premier publication in the CRM, call center and teleservices industries since
1982.
"eGain Service 6 is a clear leader in the customer service/contact center software space. We're proud to reward eGain's hard work and innovation with a
Product of the Year Award for 2003," said Nadji Tehrani, chairman of TMC and founder of Customer Inter@action Solutions®.
"While most vendors in this space have drastically cut back or virtually halted their R&D efforts, we have continued to invest in product innovation with a view to
enabling our clients to be the best in their business in providing customer service," said Ashu Roy, CEO of eGain. "eGain Service 6 is the culmination of product
development efforts by one of the largest R&D teams focused in this space, spanning a period of two years."
According to Customer Inter@action Solutions® Group Editor-In-Chief, Rich Tehrani, eGain Service 6 suite was selected because it had gone the extra mile to help
improve both the customer experience and the ROI for the companies using it. "Each year, Customer Inter@action Solutions® magazine bestows its
Product Of The Year Awards on companies that demonstrate the crème de la crème of technological advancements and application refinements. Choosing
the winners was a difficult process, and the editorial team spent many hours studying the applications we received from vendors, as well as looking through materials they
collected on their own during the past year."
eGain Service 6 suite, available licensed or hosted, includes integrated yet modular applications for the contact center and web self-service. Built on a common service
management platform - eGain SMP (tm), and available for in-house or hosted implementations, the suite includes 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.
The solution appeals to customers looking to seamlessly extend multi-channel customer interaction management with follow-on task management and service fulfillment in
their contact center operations. Additionally, outsourcers are leveraging its multi-tenancy capability to cost-effectively serve multiple clients from a single deployment thereby
reducing cost of ownership. Likewise, enterprises are able to serve multiple departments from a single installation and share best practices across these departments.
Several companies in industry sectors such as outsourcing, travel and hospitality, financial services, telecom and retail have implemented eGain Service 6.
A full list of Product-Of-The-Year winners will appear in the January 2004 issue of the Customer Inter@action Solutions® magazine.
About eGain Communications Corp.
eGain (Nasdaq: EGAN) is a leading provider of customer service and contact center software and services. 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(tm), the company's software suite, available licensed or hosted,
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 (tm)
(eGain SMP(tm)), 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.
About TMCä
Since its inception in 1972, Technology Marketing Corporation (TMC®) has produced industry-leading trade magazines and events focused on technology and
communications. TMC® publishes Customer Inter@ction <mailto:Inter@ction> Solutions ä and Internet Telephony®, and the online publications
TMCnet.com®, Planet PDAä Magazine, BiometriTech(tm) and Alternative Power(tm). TMC® produces BiometriTech(tm) Conference, INTERNET
TELEPHONY® Conference & EXPO and The Global Call Center Outsourcing Summit(tm). TMCnet(tm).com publishes more than 25 topical online newsletters. For
more information about TMC®, visit its Web site at www.tmcnet.com http://www.tmcnet.com.
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