SOURCE: IBM

November 15, 2005 09:00 ET

eGain Chooses IBM as a Preferred Partner and Achieves Optimized Status in PartnerWorld Industry Networks

eGain and IBM Deliver On-Demand Contact Center Solutions for the Telecom Industry

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- November 15, 2005 -- eGain Communications Corporation (OTC BB: EGAN), provider of leading customer service and contact center software, today announced that it has achieved optimized status in PartnerWorld Industry Networks and chosen IBM as a preferred partner to deliver on-demand solutions for customers in the telecommunications industry. Through IBM's PartnerWorld Industry Networks Program, eGain can take advantage of IBM's sales, marketing and technical resources to deliver integrated solutions that will help contact centers and customer service organizations improve productivity and service, while reducing costs.

An eService pioneer, eGain is the provider of the industry's top-rated software for eService, knowledge management and multichannel customer service*. Leading companies worldwide across industry sectors including telecom, financial services, retail, utilities, high-technology and ebusiness use eGain's software to transform their call centers into multichannel customer interaction hubs that dramatically enhance customer experience, reduce service costs, improve contact center agent productivity and enhance efficiencies in customer problem resolution and service fulfillment. Examples of eGain's telecom customers include Aliant Inc., Verizon Communications Inc., Virgin Mobile Telecoms Limited and Vodafone Group Plc Limited.

eGain has been working with IBM for over seven years and provides an "Integration Hub" for "CRM and Call Center Transformation" solutions along with IBM. eGain supports IBM Linux*, IBM WebSphere Application Server*, and IBM eServer xSeries and eServer BladeCenter*. Furthermore, eGain's solutions are an integral part of IBM's Service Provider Delivery Environment (SPDE), which is a strategic platform of choice for telecom service providers. Within SPDE, eGain enables multichannel customer interaction hubs that allow telecom firms to boost customer service and contact center effectiveness and efficiencies as well as improve service experience for competitive advantage and customer loyalty.

"eGain brings strong domain expertise in customer interaction management to the telecom sector, having served world-class customers in this sector for over a decade," said Ashu Roy, CEO of eGain. "We look forward to bringing to market comprehensive solutions with IBM, a recognized leader in providing infrastructures for contact center and customer service management."

"We are pleased that eGain has achieved optimized status in PartnerWorld Industry Networks and is committed to IBM as a partner of choice," said Buell Duncan, General Manager, ISV & Developer Relations, IBM. "IBM recognizes the value eGain brings to the contact center and telecom space, and we are dedicated to working together to develop open solutions that best serve our customers in the telecommunications industry."

The IBM PartnerWorld Industry Networks provide ISVs with comprehensive business insight, technical resources, networking opportunities, and marketing and sales support designed to help them reach more customers and close deals faster. Participants in the PartnerWorld Industry Networks can team with IBM to bring on-demand solutions to market more easily and to ensure these solutions meet specific industry needs, reflecting how customers buy technology today. ISVs who have attained one or more Industry Optimized competences have successfully integrated with on-demand IBM infrastructure software and hardware and demonstrated success with customers in the industries they note.

ISVs can sign up for PartnerWorld Industry Networks at www.ibm.com/isv.

About eGain

eGain (OTC BB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centers, help desks and Web customer service operations into multichannel customer interaction hubs, and extend their service-based competitive advantage.

eGain Service™ 7, the company's software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowse, automation of fax and paper-based service interactions, case management, and service fulfillment. 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, multichannel, multisite contact center management and certified out-of-the-box integrations with leading call center, content, and business systems.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: United States: 800-821-4358; UK/Europe: 1753-464646.

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 28, 2005, 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.

Contact Information

  • eGain media contact
    Karen Thrash
    eGain Communications
    Tel: 650 230 7528
    Email: Email Contact

    IBM media contact
    Pasha Ray
    IBM
    Tel:646-342-4013
    Email:bipasha@us.ibm.com