MOUNTAIN VIEW, CA--(Marketwire - June 28, 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, announced today
that Cooking.com, a leading online retailer of cookware, has upgraded its
previous deployment of eGain® Service™ to provide even more responsive
and reliable email customer service, and further differentiate its brand.
An Internet retailing pioneer, Cooking.com prides itself on providing truly
outstanding customer experiences. Satisfied with the business value
delivered by eGain's award-winning** email management capability in a
previous version of eGain's customer interaction hub (CIH) software suite,
Cooking.com recently upgraded to eGain Service 7.6 to take its email
customer service to the next level of quality and responsiveness with
better service level compliance. The new version of eGain Service enables
Cooking.com to:
-- Set, track, and manage service levels, proactively fixing likely
slippages before they happen
-- Improve email routing with automatic classification of freeform
inquiries through the advanced pattern-matching capabilities of eGain
Workflow Engine™
-- Provide differentiated service to customers based on their value
The company also plans to add chat and other interaction channels in the
future to build out a multichannel customer interaction hub, powered by
eGain.
"With more than 90,000 kitchen items, cookbooks, and home products
available on our site, we are constantly striving to achieve more
efficiency and responsiveness in answering email queries," said Kirk
Oshiro, Director of Customer Service at Cooking.com. "With the new version
of eGain Service, we will be able to process more than 10,000 emails
monthly in an effective and efficient manner, while consistently meeting
service levels."
"Cooking.com has been operating branded storefronts such as
StarbucksStore.com and KitchenEtc.com over the last few years. Recently we
launched a partnership with General Mills, starting with
BettyCrockerStore.com in April and PillsburyStore.com in May of 2007.
There will be other opportunities with other store fronts to follow," said
Mr. Oshiro. "eGain Service 7.6 will allow us to more efficiently handle
customer service for these multiple brands."
"Cooking.com and eGain go back a long way, and we are pleased to have such
a leader in online retail in our client base," said Ashu Roy, eGain CEO.
"We look forward to enabling continued service excellence at Cooking.com by
helping them add more channels to their customer interaction hub."
About Cooking.com
Founded in 1998 and located in Santa Monica, CA, Cooking.com, the leading
online marketplace for the kitchen, operates five uniquely branded
websites: Cooking.com, KitchenEtc.com, StarbucksStore.com,
Pillsburystore.com and Bettycrockerstore.com. Cooking.com offers its
customers access to over 90,000 products for the kitchen as well as
recipes, menus, articles and a growing library of user-generated cooking
content and on-line tools. Cooking.com is committed to providing its
customers with an exceptional experience and is the recipient of the 2006
i.Merchant Gold award for overall excellence as an online retailer.
About eGain
eGain (
OTCBB:
EGAN) is a leading provider of customer service and contact
center software for in-house or on-demand SaaS 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. 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. 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
the 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, 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
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
eGain® OnDemand™, the industry's first-ever SaaS offering of eService
software, is a proven, robust, and scalable solution that has been used by
companies of all sizes to rapidly build customer interactions hubs over the
last nine years. Additional information on eGain OnDemand can be found at:
http://www.egain.com/products/on_demand.asp
*Source: 2007 Forrester Wave report on interaction-centric customer
service management: Highest scores in "strategy," "customer service"
product capabilities, "architecture and platform," "product strategy,"
"corporate strategy," "customer base"
2005 Forrester Wave report: Highest rating in "Current Offering"
2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel,
Cross-Lifecycle Customer Service: Rated #1 in overall capabilities,
knowledge management, architecture and analytics
** Source: 2006 and 2005 Forrester Wave, 2004 Forrester TechRankings
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: Media contacts:
Jamie Abayan
eGain
Phone: 650-230-7532
Email: pr@egain.com
John Gabaldon
Cooking.com/Tag PR
Phone: 323-939-5566
Email: john@tagpr.com