SOURCE: eGain

December 05, 2007 07:45 ET

eGain Receives Product of the Year Award From Customer Interaction Solutions Magazine for Sixth Year in a Row

eGain Service™ International Edition Recognized for Enabling Exceptional Cross-Channel, Multilingual Customer Service From a Single Deployment

MOUNTAIN VIEW, CA--(Marketwire - December 5, 2007) - eGain Communications (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 7.6 International Edition was named a Customer Interaction Solutions 2007 Product of the Year.

eGain Service, available on-premise or on-demand, is the industry's most comprehensive customer interaction hub (CIH) software suite that includes award-winning applications for call tracking and resolution, knowledge management, multimodal web self-service, email management, chat, web collaboration, notifications, service fulfillment and more.

Available in multiple European languages (Dutch, German, French, Italian, Spanish) in addition to English, eGain Service 7.6 International Edition enables global enterprises to provide unified customer experiences through "out of the box" local language user interfaces within and across an array of interaction channels including phone, web self-service, chat, cobrowse, email, and SMS. Moreover, the solution will enable multilingual customer service from a single deployment, reducing the need for additional professional services and installations, and helping curb the total cost of ownership (TCO).

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.

"eGain has consistently proven over the years they are committed to quality and excellence in delivering solutions that enable businesses to provide a superior customer service experience while maximizing ROI. I am pleased to honor their hard work and accomplishments and look forward to more innovative solutions from eGain in the future," said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.

"Increased globalization and internationally distributed contact center architectures have increased the need for cost-effective multilingual, multichannel customer service," said Ashu Roy, CEO of eGain. "With a single deployment of eGain Service International Edition, global businesses can quickly transform traditional call centers to multichannel, multilingual, customer interaction hubs. It is a great honor for eGain Service International Edition to be named a winner of the Customer Interaction Solutions 2007 Product of the Year Award."

The 10th Annual Product of the Year Award winners will be featured in the January 2008 issue of Customer Interaction Solutions magazine.

*Source:

2007 Forrester Wave™ report on interaction-centric customer service management software: #1 in "strategy," "customer service" product capabilities, "architecture and platform," "product strategy," "corporate strategy," and "customer base"

2006 Forrester Wave report on eService: Rated as a leader in current offering and strategy with the highest scores in 14 enterprise-critical criteria

2005 Forrester Wave on eService: Rated #1 in "current offering"

2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel, Cross-Lifecycle Customer Service: Rated #1 in overall capabilities, knowledge management, architecture and analytics

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.

About eGain Service

eGain Service is the industry's most comprehensive customer interaction hub software suite. Available on-premise or on-demand, eGain Service includes integrated, award-winning applications for call tracking and resolution, contact center knowledge management, multi-modal web self-service, email management, chat, web collaboration, fax and postal mail management, notifications, and service fulfillment.

eGain Service is built on eGain CIH™, the industry's most 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), the 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

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 multichannel customer interaction hubs. 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.

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

    TMC media contact:
    Jan Pierret
    Phone: 203-852-6800, ext. 228
    Email: jpierret@tmcnet.com