February 08, 2007 13:03 ET

Executive Survey Reveals Increasing Emphasis on Service-Based Business Differentiation and Opportunities to Improve Multichannel Customer Service

Areas for Improvement and Innovation Include Multichannel Integration, Web Self-Service, Knowledge Management and Service Level Management

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- February 8, 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 the results of a survey of customer service and helpdesk executives. Sponsored by eGain, the study was conducted and results compiled by and between November 2006 and January 2007.

The survey focused on a wide array of strategic and tactical issues in multichannel customer service and support, including the importance of customer service to the business value proposition, multichannel integration, web self-service, contact center knowledge management, service level management and contact center and helpdesk performance management. Survey respondents comprised of high-level executives and managers, who are members of and, leading online communities for customer-facing professionals. Responsible for functions such as customer service, web self-service, ebusiness, IT support contact centers, marketing and sales, the respondents represented a range of industry sectors.

Key findings include the following:

--  More than three-quarters (77%) of the respondents said customer
    service played a primary role in their business value proposition, and 66%
    said service emphasis in their value proposition increased in 2006.
--  43% said they were launching a major customer service or contact
    center knowledge management initiative in 2007, with an overwhelming
    majority (86%) of respondents expecting their budgets to increase at least
    somewhat in 2007.
--  Only 26% of respondents had achieved a single view of all customer
    interactions and 44% had not established service levels for every customer
    communication channel they offered.

To get a complimentary copy of this comprehensive report, click here

About eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand SaaS deployment. Trusted by prominent enterprises worldwide, eGain has been helping businesses 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 more than 800 enterprise customers worldwide. To find out more about eGain, visit or call the company's offices: 800-821-4358 (United States), 1753-464646 (UK and rest of Europe).

About eGain Service

eGain Service is the industry's most comprehensive customer interaction hub software suite and the first solution to support short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, cobrowsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.

Available for on-premise or on-demand SaaS deployment, eGain Service is built on eGain CIH™ Platform, the industry's most comprehensive, 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), eGain CIH platform enables rapid development of powerful applications.

For more information about eGain Service, please visit:

*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

Contact Information

  • Media contacts:

    Maeve Naughton
    eGain Communications Corporation
    Phone: 650-230-7449