SOURCE: eGain

March 31, 2005 07:45 ET

Independent Research Firm Gives eGain's Customer Service Suite the Highest Score in "Current Offering" Category in 2005 eService Wave Report

eGain Service™ 7 Is Rated a Leader in Strategy and Current Offering for eService in the Report

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- March 31, 2005 -- eGain Communications Inc. (OTC BB: EGAN), a leading provider of customer service and contact center software for in-house or on-demand deployment, announced today that eGain Service™ 7, the company's software suite, received the top overall numeric score in the "current offering" category in the Q1 2005 Forrester Wave report for eService. The company was rated a leader in strategy and current offering. eGain was among the select companies that Forrester invited to participate in this report that evaluates eService vendors across 117 criteria. The "current offering" category evaluates and ranks the product capabilities, technology and architecture of eService software products that are available in the market today, and the "strategy" category evaluates the product vision, sales and implementation strategy, and channel partnerships of the companies.

eGain Service received the highest score of 3.85 for its overall capabilities and architecture, and also received the top scores for email response management (4.78), sales and implementation strategy (4.00) and near-top scores for search technology (4.4) agent collaboration tools (3.81), interaction tracking/customer history (3.6), cost (3.8) and installed customer base (3.3), on a scale of 0-5.

"eGain receives strong ratings for product functionality and technology and remains a good choice for large multi-channel contact centers that require a scalable solution," stated John Ragsdale, VP and Research Director at Forrester Research. Scorecard Summary: eGain Service 7 Suite, Forrester Research, August, 2004.

"We invested in building the eGain Service Management Platform over the last four years in a challenging market," said Ashu Roy, CEO of eGain. "Our top rating for the current offering category in the Forrester Wave validates our long-term strategy as we now leverage our unique platform to rapidly deploy innovative eService applications in partnership with our customers."

Among the benefits of eGain Service:

--  Provide consistent, effective and efficient customer service across
    channels using a centralized knowledgebase, and a common, complete view of
    customer interactions
--  Improve agent productivity
--  Reduce the need for agent-assisted service through comprehensive and
    flexible self-service
--  Automate service processes end to end, including interaction
    management, knowledge management and service fulfillment
--  Reduce the overall cost of providing service, and increase revenue
    through contextual up-sell and cross-sell.
    
Available for on-demand hosted or in-house deployment, the suite includes integrated, best-in-class applications for adaptive self-service, email management, multichannel knowledge content management, live web collaboration through chat and co-browsing, automation of fax and paper-based service interactions, 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 modeling and management, multi-channel, multi-site contact center management, common knowledge repository and content management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems.

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 customer service organizations, help desks and e-business operations achieve and sustain service excellence for more than a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers 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, email 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, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company's offices: United States: 800-821-4358; London: 1753-464646; Tokyo: 3-5778-7590.

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.

Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain's plans, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. The words and expressions "look forward to," "will," "expect," "plan," "believe," "seek," "strive for," "anticipate," hope," "estimate" and similar expressions are intended to identify the Company's forward-looking statements. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks include, but are not limited to, the challenging economic environment; the uncertainty of demand for eGain products; the anticipated customer benefits from eGain products; increased competition and technological changes in the markets in which eGain competes; eGain's ability to manage its expenditures; the performance of eGain's management in achieving strategic goals and other risks detailed from time to time in the company's filings with the Securities and Exchange Commission, including the company's annual report on Form 10-K filed on September 29, 2003, and the company's quarterly reports on Form 10-Q as may be amended and in effect from time to time. eGain assumes no obligation to update these forward-looking statements.

Contact Information

  • eGain Media Contact:
    Karen Thrash
    eGain Communications Corp.
    Tel: 650-230-7528
    Email: pr@egain.com