SOURCE: eGain

May 30, 2007 13:57 ET

Independent Research Firm Rates eGain a Leader in "Strategy" and "Current Offering" in Interaction-Centric CSM Software

eGain Receives #1 Rating in "Strategy" and Top Scores in "Customer Service" Product Capabilities, "Architecture and Platform," "Product Strategy," "Corporate Strategy," and "Customer Base" in Report on Customer Service Management

MOUNTAIN VIEW, CA--(Marketwire - May 30, 2007) - eGain Communications Corporation (OTCBB: EGAN), a leading provider of customer service and contact center software for in-house or on-demand SaaS deployment, announced today the company was named a leader in The Forrester Wave: Customer Service Management Software, Q2 2007 for Interaction-Centric CSM Software. The company received the highest score in the category of "strategy," as well as in the sub-categories of "customer service" product capabilities, "architecture and platform," "product strategy," "corporate strategy," and "customer base" in interaction-centric customer service management software.

A graphical representation of vendor ratings and the report can be found at: http://www.egain.com/best_practices/research_forrester_wave_2007q2.asp

eGain was among the select companies that Forrester invited to participate in this report that evaluates customer service management vendors across 180 criteria. On a scale of 0-5, eGain received the highest score of 4.29 in "strategy," versus the lowest score of 2.83 and the second highest score of 4.12 in this category. eGain also received the highest scores in "customer service" product capabilities (4.18), architecture and platform (4.13), product strategy (4.5), and corporate strategy (4.35). In addition, the company received a near-top score of 4.13 in the "current offering" category, versus the top score of 4.15 and the lowest score of 3.28.

"eGain provides a complete suite of customer service and contact center software that sits on top of a common architecture and infrastructure... In addition to maintaining a strong customer service platform, co-innovation with customers -- along with an extensive partnering network -- has allowed eGain to develop and deliver best-of-breed customer interaction tools," wrote Chip Gliedman, VP and Research Director at Forrester in The Forrester Wave Vendor Summary, Q2 2007, titled "eGain Leads in Interaction-Centric Customer Service Management Software."

"We are pleased to have been selected by Forrester as a leader in interaction-centric customer service management space," said Ashu Roy, CEO of eGain. "We are proud of our top ratings in critical areas such as "strategy" and "customer service" product capabilities, and will continue our track record in product delivery and ongoing innovation with customers and partners."

Among benefits of eGain Service™ software suite are the following:

--  Foster self-service adoption through multi-modal web self-service
--  Improve contact center agent productivity
--  Ensure compliance and security in customer interactions
--  Enhance customer experience and retention
--  Reduce escalations, field visits, and service costs
--  Increase revenue through upsell and cross-sell at the point of service
    
About eGain Service

eGain Service is the industry's most comprehensive customer interaction hub software suite and the first solution to support short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, co-browsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.

eGain Service is built on eGain CIH™ Platform, the industry's most flexible and integrated customer interaction hub platform. Based on a 100% J2EE architecture, it includes out-of-the-box integration with leading business applications, content management systems, and call center infrastructure solutions. With its fine-grained service-oriented architecture (SOA), eGain CIH platform enables rapid development of powerful applications.

For more information about eGain Service, please visit: http://www.egain.com/products/multichannel_service.asp

eGain OnDemand™, the industry's first-ever on-demand eService software, is a proven, robust and scalable SaaS solution that has been used by companies of all sizes to rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at: http://www.egain.com/products/on_demand.asp

About eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand SaaS deployment. For over a decade, the world's largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries. To find out more about eGain, visit www.eGain.com or call the company's offices: London: +44 (0) 1753 464646; Dublin: +353 1 8472290; United States: +1 800 821 4358.

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.

Contact Information

  • eGain media contact:

    Jamie Abayan
    Phone: 650-230-7532
    Email: pr@egain.com