April 18, 2007 07:00 ET

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

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, 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 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:

*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

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

  • Media contact:
    Maeve Naughton
    eGain Communications Corporation
    Phone: 650-230-7449