SOURCE: eGain

March 23, 2005 07:45 ET

Xdrive Selects eGain's On-Demand Email Management Software to Process Emails From Rapidly Growing Customer-Base

Company Records Significant Improvement in Customer Service Quality and Agent Performance

MOUNTAIN VIEW, CA -- (MARKET WIRE) -- March 23, 2005 -- eGain Communications Corporation (OTC BB: EGAN), a leading provider of customer service and contact center software for in-house or on-demand hosted deployment, today announced that Xdrive, Inc., the leading provider of Internet Storage for the Digital Lifestyle, has chosen eGain Mail to effectively respond to the growing volume of email inquiries from its rapidly expanding customer base.

eGain Mail is the industry's most mature and proven solution for email response management for in-house or on-demand hosted deployment in enterprises and mid-sized companies. The solution has enabled Xdrive to slash email response times, and increase contact center agent productivity.

Xdrive provides a patented storage software solution that enables individuals and businesses to store, access and share files. As the company grew its business, it experienced a 300% increase in inbound email volume related to customer service. Xdrive needed to handle this volume by implementing a reliable and scalable email response management solution. Moreover, the company wanted to get the system up and running in a matter of weeks, using minimal help from internal IT resources.

Finding that the current email response management system did not meet their requirements, the company chose the on-demand version of eGain Mail. The deployment took three weeks and productivity results were achieved within months of implementation. The company has been able to handle the increased demand for customer service without having to expand its contact center staff.

"Providing timely and efficient customer service and scaling it with our growth is as important to us as product excellence," said Jose Martinez, Customer Support Manager for Xdrive. "With eGain's on-demand email management solution, we have been able to achieve this goal without having to invest in dedicated IT resources for the deployment. Xdrive's business and technology platform has been designed to support millions of subscribers, and eGain is an important partner to ensure they all have a high quality experience."

"The hosted version of our customer service suite enables companies to deploy their solution rapidly and focus on their core business without having to worry about ongoing maintenance," said Ashu Roy, CEO of eGain. "We are delighted with the business benefits we have delivered to Xdrive."

About Xdrive:

Xdrive (www.xdrive.com) is a personal hard drive on the internet. It's the easiest, most cost-effective, and most powerful way to securely store, access, share and backup files and folders online. Xdrive has helped millions of individuals and businesses access files from the office, at home, or on the road, all through an easy-to-use interface. Xdrive is a privately held company headquartered in Santa Monica, CA.

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. 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.

Contact Information

  • eGain media contact:
    Karen Thrash
    Tel: 650 230 7528
    Email: pr@egain.com

    Xdrive media contact:
    Jennifer Weaver
    Mertzel Public Relations
    Tel: 818-340-5500
    jennifer@mertzelpr.com