SOURCE: eGain

September 27, 2005 07:45 ET

StubHub Selects eGain OnDemand for Rapid Deployment of Customer Interaction Hub for Superior Multichannel Customer Service

Leading Open Marketplace for Tickets Will Implement On-Demand Version of eGain Software for Web Self-Service, Email Management, and Chat Customer Service

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- September 27, 2005 -- eGain Communications Corporation (OTC BB: EGAN), provider of the industry's top-rated customer service and contact center software* for in-house or on-demand deployment, today announced that StubHub, the leading open marketplace for tickets, has selected eGain OnDemand™, the hosted version of applications in eGain's customer service software suite, eGain Service™, to rapidly build a multichannel customer interaction hub. StubHub will implement eGain's award-winning software for web self-service, email management, and chat to provide an array of high-quality interaction options to its customers.

StubHub reinvented the ticket resale market by connecting buyers and sellers of tickets for sporting, concert, theater, and other entertainment events through the FanNetwork(SM) system, its patent-pending, convenient, secure, and highly reliable ticket fulfillment service. Continuing to differentiate itself in the industry, StubHub is eager to extend its business model innovation to service innovation.

Customers, both buyers and sellers, would like a broad choice of online channels to interact with the company and be able to move seamlessly across these channels. "We chose eGain OnDemand not only due to its depth, breadth and flexibility but also its ability to help us rapidly build a customer interaction hub," says John Whelan, VP of Operations. "Also, as an eservice pioneer, eGain brings considerable experience of online customer service best practices."

Multichannel customer interaction hubs dramatically increase service quality and customer experience while enhancing contact center process effectiveness and efficiencies, and reducing service costs and application cost of ownership.

eGain OnDemand will enable StubHub to:

-- Deliver a unified multichannel customer service experience with -
    -- Adaptive self-service for flexible access to answers and cost-
       effective content management
    -- Realtime sales and support assistance through live chat
    -- Robust and accountable processing of queries coming through email
       and webforms
    -- Seamless escalation from one channel to another
-- Streamline customer interaction processes across the business with
   eGain's powerful workflow designer
-- Route and track communications effectively along with metrics to
   ensure service levels are met
-- Provide agents and customers adaptive access to a common multichannel
   knowledge base, thereby speeding up resolution and reducing agent
   training time
-- Integrate customer interactions with its transaction system through
   eGain Data Adapter™ for end-to-end service fulfillment
"Innovation is a key driving force for us, and we are glad to help StubHub set up its state-of-the-art customer interaction hub," said Ashu Roy, CEO of eGain. "We are happy to welcome StubHub to our long list of market-leading ebusinesses."

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 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 cobrowse, 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 www.eGain.com or call the company's offices: United States: 800-821-4358; UK/Europe: 1753-464646.

About StubHub

StubHub is the leading open marketplace for tickets. StubHub's open marketplace allows fans to buy and sell tickets to sporting, concert, theater, and other live entertainment events. StubHub's goal is that fans always find a choice of select seats at fair market value, even for events that are "sold out." The company reinvented the ticket resale market and continues to lead through innovation, by connecting sellers and buyers via its FanNetwork(SM) system, the company's patent-pending, convenient, secure, and highly reliable ticket fulfillment service, StubHub supports all fan transactions with the StubHub FanProtect(SM) Guarantee.

StubHub partners include sports teams in the NFL, NBA, NHL, leading NCAA athletic programs including USC, Alabama and Syracuse, and media companies including AOL and Knight Ridder. StubHub regularly partners with leading recording artists such as Britney Spears and Alanis Morissette to offer tickets to exclusive events in support of their charities. The company is headquartered in San Francisco. For more information about StubHub, visit www.stubhub.com.

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

Contact Information

  • eGain media contact
    Karen Thrash
    Phone: 650-230-7528
    Email: Email Contact

    StubHub media contact
    Sean Pate, PR Director
    Phone: 415 222 8442
    Email: Email Contact