SOURCE: eGain

May 05, 2005 07:45 ET

Patricia Seybold Group Gives Top Score to eGain's Customer Service Suite in Bull's Eye Research Report on Cross-Channel, Cross-Lifecycle Customer Service

eGain Service™ 7 Receives #1 Rating Overall as Well as in Knowledge Management, Architecture, and Analytics Categories

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- May 5, 2005 -- eGain Communications Corporation (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 pioneering software suite for managing interactions through contact centers, helpdesks, and web self-service, received the #1 rating in PSGroup Bull's-Eye: Cross-Channel, Cross-Lifecycle Customer Service. The report is based on an in-depth analysis of six customer service software vendors, using a composite evaluation framework that includes the following criteria: knowledge management capabilities, architecture, analytics, company viability, and product viability.

"We conducted a rigorous, framework-based evaluation of six select software offerings that provide capabilities for cross-channel, cross-lifecycle customer service. Then we compared the offerings through our Bull's-Eye reports along the four key evaluation criteria of our framework. Finally, we created a composite Bull's-Eye report that presented an overall score for each of the six offerings," said Mitchell Kramer, SVP and Senior Analyst of the Patricia Seybold Group. "eGain Service 7 earned the top overall score and also got the best scores for knowledge management, analytics, and architecture.

"We are delighted to get this top rating from an influential analyst firm like the Patricia Seybold Group," said Ashu Roy, CEO of eGain. "No wonder the adoption of eGain Service 7 among existing and new customers has been strong."

eGain Service 7 is the industry's most mature and proven customer service software for in-house or on-demand hosted deployment. The solution helps businesses transform their call centers, help desks, and online service operations into multichannel interaction hubs, enabling organizations to deliver standard-setting service while maximizing the business value of interactions and contact center operational performance.

Seybold Group's research reports, including the Bull's Eye on customer service, can be found at www.psgroup.com.

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 midsized companies worldwide, eGain has been helping customer service organizations, help desks, and ebusiness 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 at 800-821-4358 (United States) or 1753-464646 (London, UK).

Contact Information

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