SOURCE: eGain

September 06, 2007 07:45 ET

eGain Is the Leading eService Software Provider for Top 500 Web Retailers, According to Magazine Survey

eGain Service™ Is #1 in Customer Service Software and the Runner-Up in CRM Systems in Internet Retailer Magazine's Survey of Top 500 US-Based Web Retailers in 2007

MOUNTAIN VIEW, CA--(Marketwire - September 6, 2007) - eGain Communications Corporation (OTCBB: EGAN), provider of the top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, today announced eGain® Service™ was ranked the #1 customer service software and the runner-up in CRM systems in the annual survey of the top 500 US-based web retailers, conducted by Internet Retailer magazine in 2007.

E-commerce companies listed in Internet Retailer's Top 500 Guide use products and services from more than 200 vendors. These solutions, which fall into one or more of 16 categories, play a significant role in a retailer's ability to stay open for business whenever customers are ready to buy. The top two vendors in each category were determined based on research conducted by the publication, which analyzed how frequently suppliers were cited by merchants.

eGain Service is the industry's most comprehensive customer interaction hub software suite. Available on-premise or on-demand, eGain Service includes integrated, award-winning applications for call tracking and resolution, contact center knowledge management, multi-modal web self-service (including dynamic FAQs, chatbot self-service, search, browse, and guided help), email management, chat, web collaboration, fax and postal mail management, notifications and service fulfillment, based on a common platform, eGain CIH™. The solution helps retailers provide superior customer experience, improve online conversion, and reinforce brand equity. At an operational level, eGain Service helps improve contact center agent productivity, reduce transaction abandonment in areas such as form-filling and online shopping, improve website stickiness, generate revenue at the point of service, and curb customer service costs.

Additional information about eGain Service is available at:

http://www.egain.com/products/multichannel_service.asp

"eGain has provided customer interaction hub software to marquee retail companies around the world in order to help them provide memorable customer service experiences and enhance revenue by improving online conversion," said Ashu Roy, eGain CEO. "We are pleased to get this recognition from the largest web retailers in the US."

About the Top 500 Guide

With 376 pages -- 47% more than last year's Edition -- the 2007 Edition of Internet Retailer's Top 500 Guide is the only authoritative ranking and the most comprehensive analysis of America's 500 largest e-retailers based on their annual sales on the web. From the publishers of Internet Retailer, the leading information provider for the e-retailing industry, this all new Top 500 Guide contains the very latest competitive data on the leaders of web-based retailing who account for nearly two-thirds of $135-billion e-retailing industry in the U.S. Additional information on the Top 500 Guide is available at the following URL: http://www.internetretailer.com/top500/

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 more than 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. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, 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 (US headquarters), 1753-464646 (UK and Continental Europe).

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.

*Source:

2007 Forrester Wave™ report on interaction-centric customer service management software: #1 in "strategy," "customer service" product capabilities, "architecture and platform," "product strategy," "corporate strategy," and "customer base"

2006 Forrester Wave report on eService: Rated as a leader in current offering and strategy with the highest scores in 14 enterprise-critical criteria

2005 Forrester Wave on eService: Rated #1 in "current offering"

2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel, Cross-Lifecycle Customer Service -- overall capabilities, knowledge management, architecture and analytics

Contact Information

  • eGain media contact:
    Jamie Abayan
    Phone: 650-230-7532
    Email: pr@egain.com