MOUNTAIN VIEW, CA -- (MARKET WIRE) -- February 8, 2007 -- eGain Communications Corporation (
OTCBB:
EGAN), provider of the industry's top-rated* customer service and contact
center software for in-house or on-demand SaaS deployment, today announced
the results of a survey of customer service and helpdesk executives.
Sponsored by eGain, the study was conducted and results compiled by
supportindustry.com and crmindustry.com between November 2006 and January
2007.
The survey focused on a wide array of strategic and tactical issues in
multichannel customer service and support, including the importance of
customer service to the business value proposition, multichannel
integration, web self-service, contact center knowledge management, service
level management and contact center and helpdesk performance management.
Survey respondents comprised of high-level executives and managers, who are
members of supportindustry.com and crmindustry.com, leading online
communities for customer-facing professionals. Responsible for functions
such as customer service, web self-service, ebusiness, IT support contact
centers, marketing and sales, the respondents represented a range of
industry sectors.
Key findings include the following:
-- More than three-quarters (77%) of the respondents said customer
service played a primary role in their business value proposition, and 66%
said service emphasis in their value proposition increased in 2006.
-- 43% said they were launching a major customer service or contact
center knowledge management initiative in 2007, with an overwhelming
majority (86%) of respondents expecting their budgets to increase at least
somewhat in 2007.
-- Only 26% of respondents had achieved a single view of all customer
interactions and 44% had not established service levels for every customer
communication channel they offered.
To get a complimentary copy of this comprehensive report, click here
http://www.egain.com/landingus/report_supportindustry.asp?id=eG020607&source=eGain&trc=ndcser4526sadkse.
About eGain
eGain (
OTCBB:
EGAN) is a leading provider of customer service and contact
center software for in-house or on-demand SaaS deployment. Trusted by
prominent enterprises worldwide, eGain has been helping businesses 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 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 (United States), 1753-464646 (UK and rest of Europe).
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, cobrowsing, email, fax, postal mail, notification
management, call tracking and resolution, knowledge management, and service
fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is
built on eGain CIH™ Platform, the industry's most comprehensive,
integrated and flexible 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
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel,
cross-lifecycle customer service -- overall capabilities, knowledge
management, architecture and analytics; 2005 Forrester Wave report on
eService
Contact Information: Media contacts:
Maeve Naughton
eGain Communications Corporation
Phone: 650-230-7449
Email: pr@egain.com