SOURCE: eGain

August 29, 2005 07:45 ET

eGain's Suite of Customer Service and Contact Center Software Wins KMWorld's Trend-Setting Products of 2005 Award

eGain Service 7 Helps Organizations Transform Their Traditional Call Centers Into Multichannel Customer Interaction Hubs

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- August 29, 2005 -- eGain Communications Corp. (OTC BB: EGAN), provider of top-rated customer service and contact center software* for in-house or on-demand hosted deployment, today announced that KMWorld, the leading information provider serving the Knowledge Management systems market, named eGain Service™ 7 to its distinguished Trend-Setting Products of the Year List for 2005. eGain was recognized for its complete suite of customer service and contact center software.

Now in its third year, KMWorld's Trend-Setting Products awards program honors companies whose products hold promise for the knowledge management marketplace, emphasizing knowledge management as an approach to delivering solutions to an organization, its workers and its customers. KMWorld editors selected its list of Trend-Setting Products after evaluating input from experts including colleagues, analysts and users -- from C-level executives to entry-level knowledge workers.

"We evaluated 200 vendors with more than 1,200 combined offerings, and only 99 companies were recognized as Trend-Setters," said Hugh McKellar, editor in chief of KMWorld. "As knowledge management continues to become a competitive differentiator, KMWorld recognizes the value that eGain brings in helping customers transform traditional call centers into unified multichannel customer interaction hubs."

eGain Service 7 is the industry's most comprehensive suite of customer service and contact center software that helps enterprises and growing businesses transform their traditional call centers, help desks and online customer service operations into multichannel interaction hubs. Available in-house or on demand, it helps businesses reduce interaction costs, improve agent productivity, and increase customer retention.

"eGain Service 7 leverages knowledge management, workflow and analytics to build next-generation customer interaction hubs that create process efficiencies and enhance the customer experience," said Ashu Roy, CEO of eGain. "We are pleased to be recognized by KMWorld as a market leader among technology companies that help customers capture and leverage knowledge to create value for them and their customers."

About eGain

eGain (OTC BB: 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 mid-sized companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centers, help desks and Web customer service operations into multichannel customer interaction hubs and to extend their service-based competitive advantage.

eGain Service™ 7, the company's software suite, includes integrated, best-in-class applications for Web self-service, e-mail management, knowledge management, live Web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact center management and certified out-of-the-box integrations with leading call center, content and business systems.

Headquartered in Mountain View, Calif., 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: United States: 800-821-4358; London: 1753-464646.

About KMWorld

The leading information provider serving the Knowledge Management systems market, KMWorld (with a focus on Content, Document and Knowledge Management) informs more than 51,000 subscribers about the components and processes -- and subsequent success stories -- that together offer solutions for improving business performance.

*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group bull's eye report on customer service

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:
    Carey Godbee
    B3 Communications
    Email Contact
    760-758-4406