SOURCE: eGain

July 10, 2007 07:30 ET

eGain Updates Partner Program and Expands Ecosystem

Customer Service Software Pioneer Expands Scope of Its Partner Program and Signs New Partners to Meet Increasing Demand for Multichannel Customer Service Software and Best Practices

MOUNTAIN VIEW, CA--(Marketwire - July 10, 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, announced today that the company has expanded the scope of the eGain EcoNet™ Partner Program, while adding new value-added reseller (VAR) and systems integrator (SI) partners worldwide.

The updated partner program includes multi-tiered sales, professional services, and support training for partners around the company's award-winning customer service software, eGain Service™, and covers the following areas:

--  Sales enablement, including training on how to demonstrate and sell
    eGain solutions
--  Multi-tiered professional services training, covering a range of
    topics from simple configuration training to deeper solution extension,
    customization, and integration
--  Multi-tiered support training, extending from problem reporting to
    troubleshooting
--  eGain Certified™ logo designation and accreditation, an endorsement
    of quality that enables eGain partners to provide trusted services
    (including implementation, support, and training) to their clients
    
"Channel partnerships are critical to powering our growth, moving forward," said Ashu Roy, CEO of eGain. "Coming at the heels of our OEM agreement with Cisco, the expansion of our channel partner program will not only allow us to increase our market reach, but also provide end-to-end solutions and domain expertise that will maximize the business value for clients while ensuring their success."

As part of the eGain EcoNet™ Program, the company has signed several new partners worldwide, including 4C Consulting NV, Bizmatica, Bucher & Suter AG, Centric Consulting, Calence, LLC, D+S solutions GmbH, IntelliSolutions S.A., Inter-Active Technologies (Pty) Ltd., and Spanlink Communications, with other partnerships under development. Furthermore, it plans to train over a hundred professionals in the VAR/SI network, many of them dual eGain-Cisco partners, in the next twelve months.

"We are seeing increased demand for unified communications solutions," said Doug Fink, Unified Communications Practice Vice President of Calence, LLC, a leader in building, managing, and optimizing customized client-centric networks, and a new eGain partner. "With our contact center domain expertise and systems integration experience, and eGain's leadership in the customer service software space, we will enable our clients to differentiate themselves through exceptional customer service."

"Bucher & Suter offers contact centre solutions based on the Cisco Unified Contact Centre Platform and have successfully implemented more than 100 Cisco Unified Contact Centre Solutions in Europe. With the eGain partnership, we have a comprehensive set of solutions and a valuable extension to our portfolio," said Juergen Schick Sales Manager Europe for Bucher & Suter AG.

Information on eGain EcoNet is available at the following URL: http://www.egain.com/partners/index.asp

Based on the Power of One™, the concept of one platform for unified multichannel customer interaction management, eGain Service suite enables businesses to provide stand-out customer service experience by implementing innovative, best-practice enabled customer interaction hubs, while delivering the following benefits:

--  Maximize self-service adoption through multi-modal web self-service
--  Improve contact center agent productivity
--  Ensure compliance and security in customer interactions
--  Enhance customer experience and retention
--  Reduce escalations, field visits, and service costs
--  Increase revenue through upsell and cross-sell at the point of service
    
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 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 (United States headquarters), 1753-464646 (UK and the rest of Europe).

*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

** Source: 2006 and 2005 Forrester Wave, 2004 Forrester TechRankings

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

  • Media contacts
    Jamie Abayan
    eGain Communications Corp.
    Phone: 650-230-7532
    Email: pr@egain.com

    Hilary De Rover
    eGain EMEA
    Phone: +44 (0) 1753 464689
    Email: hderover@egain.com