SOURCE: eGain

June 24, 2008 07:45 ET

eGain Marks the Tenth Anniversary of Delivering On-Demand Software for Customer Service Management

Leading Companies Worldwide Leverage eGain Through On-Premise, On-Demand, and Managed Service Deployments

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