Contact Information: Media contacts: Maeve Naughton eGain Communications Corporation Phone: 650-230-7449 Email: pr@egain.com
eGain Named Product of the Year Award Winner for Fifth Year in a Row by Customer Interaction Solutions Magazine
eGain Service 7.6 Recognized for Delivering Quality, Excellence, and ROI to Customers
| Source: eGain
MOUNTAIN VIEW, CA -- (MARKET WIRE) -- January 9, 2007 -- eGain Communications (OTCBB : EGAN ),
provider of the industry's top-rated* customer service and contact center
software for in-house or on-demand deployment, today announced that eGain
Service 7.6 was named a Customer Interaction Solutions 2006 Product of the
Year.
Customer Interaction Solutions editors selected companies who demonstrate
the vision, leadership, and attention to detail that are the hallmarks of
the prestigious Product of the Year award winners.
"The Product of the Year awards represents the best that this industry has
to offer. The companies earning this distinction have demonstrated a
commitment to quality and to furthering the development of the call center
and CRM industry through their contributions. These winners are very
deserving of this great honor, and I look forward to seeing more innovative
solutions from them as they continue to contribute to the future of call
center and CRM industry technologies," stated Tracey Schelmetic, Editorial
Director, Customer Interactions Solutions.
Jointly conceived and developed by eGain and its blue-chip customers, eGain
Service 7.6 directly addresses the mindset of today's consumers, who expect
a broad choice of communication channels and superior service quality when
interacting with their favorite brands. The software suite combines deep
knowledge management and process automation tools with a rich set of
applications for managing the ever-growing volume of interactions through
traditional as well as emerging communication channels. The customer
interaction hub (CIH) approach centralizes channel management, knowledge
bases, business rules, and analytical engines, and drastically reduces the
cost of managing multiple channels while improving customer experience and
process efficiencies.
eGain Service 7.6 is the industry's first solution to support short message
service (SMS) customer service interactions as well as next-generation web
self-service, chat, cobrowsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfillment. The solution can be deployed on-demand or on-premise. Details
about eGain Service 7.6 are available at
http://www.egain.com/products/index.asp.
"Customer interaction hub architecture will become the preferred way of
retooling enterprise contact centers," said Ashu Roy, CEO of eGain. "It's
a great honor for eGain Service 7.6 to be named a winner of the Customer
Interaction Solutions 2006 Product of the Year Award."
A full list of Product of the Year Award winners will be published in the
January and February 2007 issues of Customer Interaction Solutions
(www.cismag.com).
About eGain
eGain (OTCBB : EGAN ) is a leading provider of customer service and contact
center software for in-house or on-demand SaaS deployment. Trusted by
prominent enterprises worldwide, eGain has been helping businesses achieve
and sustain customer service excellence for more than a decade. 24 of the
50 largest global companies rely 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, 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 (United States), 1753-464646 (UK and rest of Europe).
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub
software suite and the first solution to support short message service
(SMS) customer service interactions, as well as next-generation web
self-service, chat, cobrowsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is
built on eGain CIH™ Platform, the industry's most comprehensive,
integrated and flexible customer interaction hub platform. Based on a 100%
J2EE architecture, it includes out-of-the-box integration with leading
business applications, content management systems, and call center
infrastructure solutions. With its fine-grained service-oriented
architecture (SOA), eGain CIH platform enables rapid development of
powerful applications.
For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel,
cross-lifecycle customer service -- overall capabilities, knowledge
management, architecture and analytics; 2005 Forrester Wave report on
eService