SOURCE: eGain

July 17, 2007 07:30 ET

eGain Receives Designed for EMC Documentum Accreditation for Customer Service Software

Integration Enables Contact Centers to Implement Seamless Customer Service Processes, While Leveraging Existing Content Management Infrastructure

MOUNTAIN VIEW, CA--(Marketwire - July 17, 2007) - eGain Communications Corporation (OTCBB: EGAN), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, today announced that eGain Service™, the company's software suite for customer service, has received the "Designed for EMC Documentum" logo designation, a mark of quality and value that customers insist on in enterprise applications. The "Designed for EMC Documentum" accreditation demonstrates that eGain Service has successfully met a comprehensive set of criteria for good design, development and implementation. eGain is the first customer interaction hub software provider to receive this accreditation.

Enterprises often want to use one content management system to store all content including customer-related documents such as orders, loan applications, contracts and new account requests. The Designed for EMC Documentum accreditation enables attachments in customer emails in formats such as Microsoft® Word™, Adobe Acrobat® Reader™ and others, to be archived in storage infrastructure allocated to the EMC Documentum platform -- all from within eGain Service customer service software. Contact center agents are able to retrieve these documents into eGain Service, when they subsequently interact with customers.

eGain Service received design accreditation by meeting high standards for application design, development, configuration, installation processes and overall quality. As a member of the Designed for EMC program, eGain received specialized design consultation and guidance, along with access to dedicated EMC content management technical resources. eGain will also be able to include specialized "Designed for EMC Documentum" logos on packaging, marketing collateral, and other promotional materials pertaining to their accredited offering, signifying to customers that eGain Service meets high standards for architectural compliance with the Documentum architecture and leverages development best practices.

"By providing eGain Service as a packaged offering on the EMC Documentum platform, eGain is enabling contact centers to boost performance and customer experience, while curbing costs, by helping them leverage existing content assets in the enterprise," said Randy Ziegler, Director, Developer Platform Programs, EMC. "The offering's status as 'Designed for EMC-accredited' demonstrates eGain's commitment to the Documentum platform and the quality of their offering. Partners such as eGain build solutions on the Documentum platform to enable customers to leverage the robust capabilities of EMC Documentum for managing their most critical and strategic information."

"eGain is pleased to have joined the Designed for EMC program and to have attained 'Designed for EMC Documentum' accreditation," said Ashu Roy, CEO of eGain. "Having achieved the first Designed for EMC Documentum accreditation in the contact center customer service space, eGain is committed to integrating with industry-leading business applications, content management solutions and call center infrastructure systems to enable businesses to implement seamless service processes and deliver distinctive customer experience, while controlling costs."

The Designed for EMC program helps ISVs, VSPs and SIs target, design, develop and go to market with successful offerings based on the EMC Documentum platform. As a member, partners can submit their offering to be considered for "Designed for EMC Documentum" accreditation, which ensures their offering has met all requirements to be certified on the Documentum platform. To learn more about eGain Service and the Designed for EMC program, please visit: http://www.egain.com/products/multichannel_service.asp and http://software.emc.com/applicationportfolio.

*Source: 2007 Forrester Wave report on interaction-centric customer service management: Highest scores in "strategy," "customer service" product capabilities, "architecture and platform," "product strategy," "corporate strategy," "customer base."

2005 Forrester Wave report: Highest rating in "Current Offering"

2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel, Cross-Lifecycle Customer Service: Overall capabilities, knowledge management, architecture and analytics.

About eGain Service

Based on the Power of One™, the concept of one platform for multichannel customer service and knowledge management, eGain Service is the industry's most comprehensive customer interaction hub software suite. eGain Service is the first solution to support short message service (SMS) customer service interactions, as well as next-generation web self-service including chatbot-assisted service, email, chat, co-browsing, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.

eGain Service is built on eGain CIH™ Platform, the industry's most flexible and integrated 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 implementing best-in-class customer interaction hubs.

For more information about eGain Service, please visit: http://www.egain.com/products/multichannel_service.asp

eGain OnDemand™, the industry's first-ever on-demand eService software, is a proven, robust and scalable solution that has helped companies rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at: http://www.egain.com/products/on_demand.asp

About eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand SaaS 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 best-in-class customer interaction hubs. Based on the Power of One™, the concept of one platform for unified multichannel customer interaction management, 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 (corporate headquarters), 1753-464646 (EMEA headquarters).

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. EMC and Documentum are registered trademarks of EMC Corporation. 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:

    Jamie Abayan
    Phone: 650-230-7532
    Email: pr@egain.com