SOURCE: eGain

February 27, 2006 07:45 ET

Playboy.com Deploys eGain Mail to Maximize the Value of Email Customer Interactions

eGain's Industry-Leading Email Management Software to Cut Response Time and Reduce Operation Expenses for Playboy.com While Increasing Revenue Opportunities

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- February 27, 2006 --eGain Communications Corporation (OTC: EGAN), provider of the industry's top-rated customer service and contact center software* for in-house or on-demand deployment, announced today that Playboy.com has successfully deployed eGain® Mail™, the industry's top-rated email management software**, to manage and respond to customer emails and run customized promotions to grow revenue. The company needed a proven email management solution to handle the high volume of customer email queries about issues such as subscriptions, promotional offers and content. After an extensive evaluation of multiple offerings in the market, Playboy.com selected eGain Mail.

Playboy.com's customer service department receives 20,000 emails a month on average, and is expecting that volume to double in 2006. The organization is confident that it can handle the rapidly increasing volume without additional agents with the help of eGain Mail. With a combination of workflows, multichannel knowledge base, suggested and automated responses, and customized promotional footers, Playboy.com will be able to meet service levels as well as make more effective use of emails to maximize the value of interactions for both the customers and the business.

"With eGain, we don't need dedicated people to distribute and route customer emails as they come in," said Bob Nitekman, Director of Operations for Playboy.com. "Our specialists will be able to focus on the questions that come their way and handle them quickly with the help of the eGain knowledge base."

"Email has emerged as an extremely popular channel for customer interaction, second only to the phone, and providing excellent service through email and other online channels is absolutely critical to the success of any business," said Ashu Roy, CEO of eGain. "We are delighted that Playboy.com has chosen eGain Mail for mission-critical email management and look forward to working with them to build a multichannel customer interaction hub."

Used by leading companies around the world, eGain Mail enables contact centers to intelligently route incoming emails and process them effectively, efficiently, and consistently. Key capabilities include categorization, auto-suggestions, auto-responses, secure messaging, multi-language support, multi-tenancy, extended task management, comprehensive reporting, workflow for regulatory compliance and quality control, and out-of-the-box integrations with leading CTI and business systems. eGain Mail is an integral part of eGain® Service™, the industry's top-rated customer service software for rapidly building unified multichannel customer interaction hubs. These hubs dramatically reduce customer interaction costs and enhance customer experience, service quality and contact center efficiencies.

About eGain®

eGain (OTC: 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 midsize companies worldwide, eGain has been helping organizations 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.

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 and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems.

eGain OnDemand™, the industry's first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes to rapidly build customer interaction hubs for over eight years.

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 www.eGain.com or call the company's offices: United States: 800-821-4358; UK and the rest of Europe: 1753-464646.

*Source: 2005 Forrester Wave report on eService and 2005 Patricia Seybold Group's bull's eye reports on cross-channel, cross-lifecycle customer service on overall customer service capabilities, knowledge management, architecture, and analytics

**Source: ERMS rankings in 2004 Forrester TechRankings on eService

Contact Information

  • Media Contacts
    Karen Thrash
    eGain Communications
    Tel: 650-230-7528
    Email: Email Contact

    Jay Jay Nesheim
    Playboy Enterprises
    Tel: 212-261-4933
    Email: Email Contact