MOUNTAIN VIEW, CA--(Marketwire - June 24, 2008) - eGain Communications Corporation (
OTCBB:
EGAN), the leading provider of multichannel customer service and knowledge
management software for in-house or on-demand deployment, today marked the
10 year anniversary of eGain OnDemand™, the hosted version of its eGain
Service™ software suite. As the first-ever provider of hosted
applications software for the enterprise, eGain has been providing the
industry's most flexible and proven set of deployment options for customer
service software, including on-premise, on-demand, and managed service,
since 1998.
eGain® OnDemand, the industry's first-ever hosted enterprise applications
software, is a proven, enterprise-class solution that has helped companies
rapidly build customer interaction hubs over the last ten years. 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, end-to-end service process
efficiencies, increased sales, and enhanced contact center performance.
Businesses that have implemented eGain OnDemand over the last decade span a
broad range of industry sectors, including financial services, retail,
communications, consumer goods, technology, healthcare, media and consumer
services. Many of these are clients took a hybrid approach to deployment,
starting with one approach and seamlessly migrating to the other. More
information on eGain OnDemand is available at:
http://www.egain.com/products/on_demand.asp
"As CRM SaaS solutions have gained more acceptance and usage, buyers are
starting to consider using SaaS in more creative ways. Rather than thinking
about SaaS solutions and on-premise CRM solutions as mutually exclusive,
CRM professionals are starting to implement hybrid deployments:
implementing an on-premise solution for large user populations with complex
business processes and supplementing with a SaaS solution to fill the needs
of remote or specialized business units, for example," writes William Band,
VP and Principal Analyst, and Pete Marston, Analyst for Forrester Research,
in the report "Best Practices: The Smart Way To Implement CRM SaaS
Solutions," dated May 7, 2008.
"On-demand customer service solutions can accelerate the time to customer
service and business benefits, while reducing the need for specialized
help," said Johan Jacobs, Research Director at Gartner. "Businesses should
carefully assess the suitability of on-demand deployment for their specific
needs, taking into account factors such as process complexity, integration
and speed-to-market requirements."
Unlike most other customer service software providers who exited and
reentered the on-demand business or took a one-dimensional approach to
deployment by focusing on one of the deployment options, eGain has
consistently invested in developing both on-demand and on-premise
capabilities for over a decade. eGain OnDemand is proven in
mission-critical, large-scale deployments. It enables businesses to get
their customer service operation up and running quickly, without requiring
extensive IT resources. The solution includes enterprise capabilities such
as:
-- Private hosting on dedicated servers in world-class SAS70 Type II data
center facilities with 24x7x365 monitoring and support
-- Multilevel security architecture to defend against external threats
-- Integration with existing business applications
"As a pioneer in the customer service and knowledge management space, eGain
has delivered many industry-first innovations, and deployment flexibility
is one of them," said Ashu Roy, eGain's CEO. "Many of our clients have also
used the on-demand option to prove business value and align IT resources
before seamlessly migrating to an on-premise model over time."
About eGain
eGain (
OTCBB:
EGAN) is the leading provider of multichannel customer
service and knowledge management software for in-house or on-demand
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. These hubs enable dramatically improved customer experience,
end-to-end service process efficiencies, increased sales, 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.
Contact Information: eGain media contact:
Connie Pheng
Phone: 650-230-7449
Email: pr@egain.com