MOUNTAIN VIEW, CA--(Marketwire - October 23, 2008) - eGain Communications Corporation (
OTCBB:
EGAN), a leading provider of multichannel customer service and knowledge
management software on-premise or on-demand, announced today that the
company was named a leader in interaction-centric customer service software
solutions in the October 2008 report "The Forrester Wave™: Customer
Service Software Solutions, Q4 2008." The company received the highest
score in the category of "current offering," as well as in the
sub-categories of "customer service," "architecture and platform," "cost,"
"product strategy" and "employees" in interaction-centric customer service
management software.
eGain was among the select companies that Forrester invited to participate
in this report that evaluates customer service management vendors across
approximately 180 criteria. On a scale of 0-5, in the interaction-centric
solutions evaluation, eGain received the highest score of 4.65 in "current
offering," versus the lowest score of 2.35 in this category. eGain also
received the highest scores in "customer service" product capabilities
(4.70), architecture and platform (4.74), product strategy (5.00), cost
(4.66), and employees (4.00). In addition, the company received a score of
4.60 in the "strategy" category.
In addition, eGain received the top score in several key
sub-categories in "current offering," such as knowledgebase (5.0), business
process and workflow tools (4.4), Web 2.0 tools and applications (5.0), and
deployment options (5.0). eGain also tied for the top score in several key
sub-categories in "current offering" such as email response management
(5.0), phone agent support (4.0) and country support (5.0).
"Today, customers want integrated, seamless customer experiences... eGain's
customer interaction hub centralizes customer data, knowledge management,
business rules, fulfillment, and feedback management, providing consistent
service across all interaction channels...eGain is an application best
suited for large multichannel contact centers that require a scalable
solution and complete suite of customer service and contact center software
that sits on top of a common architecture and infrastructure," wrote Dr.
Natalie Petouhoff, Ph. D., Senior Analyst at Forrester.
Benefits of the eGain Service™ software suite include the following:
-- Enhance customer experience, acquisition, and retention
-- Improve contact center agent productivity
-- Increase self-service adoption
-- Increase revenue through upsell and cross-sell at the point of service
-- Ensure compliance and security in customer interactions
-- Reduce unwarranted field visits, product returns, and associated costs
"We are honored to have been selected by Forrester as a leader in the
interaction-centric customer service management space," said Ashu Roy,
Chairman and CEO of eGain. "We are proud of our top ratings in several
enterprise-critical areas and plan to continue our track record with
customers and partners through ongoing collaboration and innovation."
About eGain Service™
eGain Service is the industry's most comprehensive customer interaction hub
software suite and the first solution to support short message service
(SMS) customer service interactions, as well as next-generation web
self-service, chat, co-browsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfillment.
eGain Service is built on eGain CIH™ Platform, the industry's most
flexible and integrated customer interaction hub platform. Based on a 100%
J2EE architecture, it includes out-of-the-box integration with leading
business applications, content management systems, and call center
infrastructure solutions. With its fine-grained service-oriented
architecture (SOA), eGain CIH platform enables rapid development of
powerful applications. For more information about eGain Service, please
visit:
http://www.egain.com/products/multichannel_service.asp
About eGain OnDemand™
eGain OnDemand, the industry's first-ever on-demand customer service
software, is a proven, robust and scalable solution that has been used by
companies to rapidly build customer interactions hubs over the last ten
years. Additional information on eGain OnDemand can be found at:
http://www.egain.com/products/on_demand.asp
About eGain
eGain (
OTCBB:
EGAN) is a leading provider of customer service and contact
center software for in-house or on-demand deployment. For more than a
decade, the world's largest companies have relied on eGain to transform
their traditional call centers, help desks, and web customer service
operations into multichannel customer interaction hubs. Based on the Power
of One™, the concept of one unified platform for multichannel customer
interaction and knowledge management, these hubs enable dramatically
improved customer experience, end-to-end service process efficiencies,
increased sales, and enhanced contact center performance.
Headquartered in Mountain View, California, eGain has an operating presence
in 18 countries and serves more than 800 enterprise customers worldwide. To
find out more about eGain, visit
www.eGain.com or call the company's
offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental
Europe).
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.
Contact Information: eGain media contact:
Connie Pheng
Phone: 650-230-7449
Email: cpheng@egain.com