SOURCE: eGain

eGain

September 20, 2010 07:30 ET

eGain Knowledge Achieves Oracle Validated Integration With Oracle's Siebel Customer Relationship Management

Integration Provides Contact Center Agents One-Click Access to Answers in eGain Multichannel Knowledge Base for Superior Customer Experience and Service Productivity

MOUNTAIN VIEW, CA--(Marketwire - September 20, 2010) -  eGain (OTCBB: EGAN), an Oracle PartnerNetwork Gold level partner, today announced that it has achieved Oracle Validated Integration of eGain Knowledge 10 with Oracle's Siebel Customer Relationship Management (CRM), Release 8.1 through the Oracle PartnerNetwork (OPN). The integrated solution enables contact center agents using Siebel CRM to find answers to a broad range of customer queries with the simple click of a button and record the entire interaction in Siebel CRM.

"Customer experience has been a killer application for knowledge management over the years, adding strategic value to the business," said Ashu Roy, Chairman and CEO of eGain. "Our validated integration with Siebel CRM enables end-to-end, knowledge-enabled call tracking and resolution."

Proven in cloud and on-site deployments in enterprises for over a decade, eGain Knowledge enables high-quality customer service by infusing customer service agents with knowledge, making them as productive as the best agents. It helps ensure fast, consistent, and accurate answers to customer queries by providing multiple access methods to a common multichannel knowledge base -- dynamic FAQs, keyword and natural language search, browse, chatbots, and guided help, powered by patented Case-Based Reasoning (CBR) technology. eGain Knowledge can also be deployed for web self-service for superior self-service experience and adoption.

"Oracle Validated Integration applies a rigorous technical review and test process," said Kevin O'Brien, senior director, ISV and SaaS Strategy, Oracle. "Achieving Oracle Validated Integration through the Oracle PartnerNetwork gives customers confidence that the integrations between eGain Knowledge 10 and Siebel CRM 8.1 have been validated and the products work together as designed. This integration is a positive value-add to contact centers using Oracle's Siebel CRM."

More information on eGain Knowledge and the validated integration are available at:

http://www.oracle.com/us/partnerships/solutions/index.html

http://solutions.oracle.com/solutions/egain/egainkm

and

http://www.oracle.com/us/partnerships/ds-egain-sbl-81-172575.pdf

About eGain

eGain (OTCBB: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, hundreds of 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 (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.

Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.

About Oracle PartnerNetwork

Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle's partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle's growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit http://www.oracle.com/partners.

About Oracle Validated Integration

Oracle Validated Integration through the Oracle PartnerNetwork gives customers confidence that integrations between Oracle Applications and complementary partner solutions have been validated and the products work together as designed. This can help reduce risk, improve system implementation cycles, and provide for smoother upgrades and simpler maintenance. Oracle Validated Integration applies a rigorous technical process to review the integrations of third-party software to Oracle Applications products, including productized repeatable integrations from system integrators. Oracle provides access to Oracle Applications software, tools, technical resources and training to assist partners in developing integrations based on Oracle standards and best practices. Partners who have successfully validated their integrations are authorized to use the "Oracle Validated Integration" logo. For more information, please visit Oracle.com at http://www.oracle.com/us/partnerships/solutions/index.html.

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. Oracle and Java are registered trademarks of Oracle and/or its affiliates. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

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