Contact Information: Media contact: Maeve Naughton eGain Communications Corporation Phone: 650-230-7449 Email: pr@egain.com
Design Within Reach Deploys eGain's Customer Service Software
Leading Provider of Modern Furnishings Improves Speed, Quality, and Consistency of Response to Email Customer Service Inquiries With eGain
| Source: eGain
MOUNTAIN VIEW, CA -- (MARKET WIRE) -- April 18, 2007 -- eGain Communications Corporation (OTCBB : EGAN ), provider of the industry's top-rated* customer service and contact
center software for in-house or on-demand SaaS deployment, announced today
that Design Within Reach, Inc., a nationally recognized provider of
distinctive modern furnishings and accessories, has upgraded its previous
deployment of eGain Service™ customer interaction hub (CIH) software.
Design Within Reach believes that modern design is a 21st century movement,
the mission of which is to serve a broad audience without sacrificing
personalization, using current technologies and production methods. The
company sells primarily to high-value customers, who look for great
customer experience while interacting with the merchant. The company
therefore views customer service as a critical element to its business
growth.
Satisfied with the business value delivered by the email management
application in a previous version of eGain's CIH suite, the company
recently upgraded to eGain Service 7 to continue to provide superior speed,
quality, and consistency in email customer service as well as internal
employee communications. With advanced workflow and service level
management capabilities in eGain Service 7, Design Within Reach is routing
and tracking customer service and internal employee inquiries, and are
meeting service levels on a more consistent basis. While the solution
improves agent productivity with features such as "auto-suggest" and
"auto-respond," its knowledgebase, also enables consistency of answers
across agents. Design Within Reach plans to add other interaction channels
such as chat, cobrowse, and web self-service to its eGain deployment.
"As a multichannel provider of furnishings and accessories, Design Within
Reach believes in delivering integrated and memorable customer service
through online and offline interaction channels," said Bethany Kemp,
director, IT Project Management at Design Within Reach. "With eGain, we
deliver responsive email customer service today and plan to add other
interaction channels to build out an eGain-enabled customer interaction hub
for a unified multichannel customer experience."
"Working with an industry innovator such as Design Within Reach is
rewarding and validating," said Ashu Roy, eGain CEO. "We look forward to
enabling continued service excellence at Design Within Reach with our
solutions."
About Design Within Reach, Inc.
Design Within Reach, Inc., founded in 1998 and headquartered in San
Francisco, is an integrated, multi-channel provider of distinctive modern
design furnishings and accessories. Using a single common "in stock and
ready to ship" inventory, the company markets and sells its products to
both residential and commercial customers nationwide through
http://www.dwr.com/, the DWR catalog, and 64 Studios.
About eGain
eGain (OTCBB : EGAN ) is a leading provider of customer service and contact
center software for in-house or on-demand SaaS deployment. Trusted by
prominent enterprises worldwide, eGain has been helping businesses achieve
and sustain customer service excellence for more than a decade. 24 of the
50 largest global companies rely 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 and serves more than 800 enterprise customers worldwide.
To find out more about eGain, visit www.eGain.com or call the company's
offices: 800-821-4358 (United States), 1753-464646 (UK and rest of Europe).
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
comprehensive, integrated and flexible 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
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel,
cross-lifecycle customer service - overall capabilities, knowledge
management, architecture and analytics; 2005 Forrester Wave report on
eService
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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.