MOUNTAIN VIEW, CA -- (MARKET WIRE) -- November 7, 2006 -- eGain Communications Corp. (
OTCBB:
EGAN),
a leading provider of customer service and contact center software for
on-premise or on-demand deployment, today announced that the company is
seeing strong adoption of its chat and cobrowse products.
According to Forrester Research, customer experience is becoming the sole
differentiator in more industries, particularly in consumer-facing
industries like communications, technology, and financial services, helping
leading companies to attract and retain customers, as well as continually
increase wallet share of those customers. (Source: The Forrester Wave:
eService Suites Q2 2006, Forrester Research, Inc., May 2006)
Many of eGain's marquee clients are using the company's chat and cobrowse
solutions to deliver memorable customer service experiences and increase
sales. These solutions enable businesses to help customers find
information, fill out enrollment forms, complete shopping transactions, get
advice, and learn to use web self-service.
eGain provides the industry's most comprehensive and robust set of
integrated solutions for a broad range of web collaboration needs including
the following:
-- eGain® ChatBot™ for automated chat
-- eGain® Chat™ for agent chat, which includes page-pushing,
proactive chat, and click-to-call capabilities
-- eGain® Cobrowse™ -- Standard Edition for rapid deployment of
standard cobrowse capabilities
-- eGain® Cobrowse™ -- Advanced Edition for proxy-based cobrowsing
Some of eGain's clients are innovating in web collaboration, combining
phone interactions with concurrent cobrowsing, to deliver unique customer
experiences. Furthermore, eGain plans to enable cobrowsing for rich
internet applications by adding support for the following standards in
2007:
-- AJAX® in Spring 2007
-- Adobe® Flash® and Adobe® Flex™ in Summer 2007
"As web collaboration products become more robust, they create a fuller
experience for the customer, and you have a lot more options to work with
than just text chat," said John Ragsdale, VP of Research for SSPA (Society
of Service and Support Professionals). "My long-term view is that full web
collaboration (remote access, screen sharing, joint form fill, page push,
etc.) can even be a better experience than phone support."
"We continue to co-innovate with our clients, delivering best-in-class
applications and enabling competitive advantage for these clients," said
Ashu Roy, CEO of eGain. "Stellar examples of this co-innovation, our web
collaboration solutions are an integral part of the eGain Service customer
interaction hub suite."
For additional information, visit the following web pages on the eGain
website:
-- http://www.egain.com/products/chat_bot.asp for eGain® ChatBot™
-- http://www.egain.com/products/chat.asp for eGain® Chat™
-- http://www.egain.com/products/cobrowse.asp for eGain® Cobrowse™
About eGain Communications Corporation
eGain (
OTCBB:
EGAN) is a leading provider of customer service and contact
center software for on-premise or on-demand deployment. Trusted by
prominent enterprises 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.
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:
800-821-4358 (United States), 1753-464646 (UK and rest of Europe).
eGain, the eGain logo, Inference, 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: Media contacts:
Carlos Mangandy
The Hoffman Agency for eGain
Phone: 408-975-3004
Email: cmangandy@hoffman.com
Maeve Naughton
eGain Communications Corporation
phone: 650-230-7449
Email: pr@egain.com