Contact Information: eGain media contact: Jamie Abayan Phone: 650-230-7532 Email: pr@egain.com
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
| Source: eGain
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.