SOURCE: eGain

January 09, 2007 07:45 ET

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

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

Contact Information

  • Media contacts:

    Maeve Naughton
    eGain Communications Corporation
    Phone: 650-230-7449
    Email: pr@egain.com