SOURCE: eGain

August 23, 2006 07:45 ET

eGain to Speak at European Conference on Case-Based Reasoning

Contact Center Knowledge Management Pioneer to Showcase Case Study on GE's Use of Its Knowledge Management Solution for Efficient Problem Resolution and Field Visit Avoidance

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- August 23, 2006 -- eGain Communications Corp. (OTCBB: EGAN), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand deployment, announced today that the company will speak at the European Conference on Case-Based Reasoning (ECCBR) 2006, being held in Ölüdeniz/Fethiye, Turkey, September 4-7, 2006.

Mr. Stratos Davlos, VP of Professional Services, will present details of eGain's knowledge management implementation at GE that includes its Inference™ reasoning engine, a pioneering CBR technology. Titled "Leveraging Knowledge Management for Customer Service -- Case Study: GE Appliances," the presentation will feature details on how GE Appliances is able to save on service costs by minimizing unwarranted field dispatches to address customer problems with appliances that could have been resolved over the phone.

Rated #1 in the industry*, eGain's knowledge management solution has been used by the world's leading companies for over two decades. Available on-demand or on-premise, it includes comprehensive capabilities for content management and access including dynamic FAQ's, browse, search, guided help and natural language interfaces.

ECCBR 2006 is the 8th European Conference on Case-Based Reasoning and is a four-day conference being held at the Lykiaworld Resort Hotel in Ölüdeniz/Fethiye, Turkey.

The ECCBR Industry Day starts the program, followed on the second day by workshops devoted to specific areas of interest to the CBR community. The remaining two days feature invited talks, presentations and posters on both theoretical and applied research in CBR. For more information about the conference, please visit http://2006.eccbr.org/.

About eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies worldwide, eGain has been helping organizations 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 over 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).

*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

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:

    Maeve Naughton
    Tel: 650-230-7449
    Email: pr@egain.com