MOUNTAIN VIEW, CA--(Marketwire - September 18, 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 one of the nation's largest prescription management and pharmaceutical
services companies has chosen eGain OnDemand™, the hosted version of
eGain Service™ suite, to deliver proactive, cross-lifecycle customer
service to millions of participants and increase revenue through 1on1
marketing at the point of service, while curbing service costs. The company
will implement an eGain-powered multichannel customer interaction hub
(CIH), starting with eGain Notify™ for outbound 1on1 notifications
through secure email, SMS and voice, followed by other eGain applications.
Prescription and related services often involve multiple steps that are
triggered by the passage of time as well as the progression of tasks
relating a specific customer service transaction such as a drug refill and
even the life stages of participating members. If participants are not
notified proactively about the status of their transactions, they contact
the customer service organization, sometimes repeatedly. This drives up
customer frustration and service costs for the business, which can be
addressed with proactive or preemptive service. According to Esteban
Kolsky, Research Director at Gartner, Inc., "Proactive customer service can
add transformational value to a business by helping deliver unique customer
service experiences, reducing the need for inbound customer service, and
generating revenue at the point of service."
A provider known for customer service and operational excellence, the
prescription and pharmaceutical services company will take participant
experience and customer service efficiencies to the next level by adding
proactive service to their participant service offerings, powered by eGain.
This includes 1on1 service alerts on topics such as the status of orders,
issues with orders, upcoming prescription refills, impending prescription
expiration, savings opportunities etc. The on-demand version of eGain
Notify integrates with existing order management, customer data management
and voice communication systems to provide highly personalized and
contextual 1on1 alerts. The company also plans to provide life-stage based
proactive service to participants, for example, time-based alerts during
pregnancy to remind participants of best practice medical tests and
lifestyle changes in order to ensure a safe childbirth. Also in the plan is
to expand the customer interaction hub by adding eGain-powered inbound
customer service to the hub.
"Proactive customer service is a smart and powerful way to improve customer
experience and control service costs at the same time," said Ashu Roy, CEO
of eGain. "We are delighted that this leading pharmaceutical and
prescription services provider chose eGain over other leading suppliers to
implement an innovative customer interaction hub that goes beyond
traditional reactive models to provide proactive multichannel service
through voice and non-voice channels."
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub
software suite. Available on-premise or on-demand, eGain Service includes
integrated, award-winning applications for call tracking and resolution,
contact center knowledge management, multi-modal web self-service, email
management, chat, web collaboration, fax/postal mail management,
notifications and service fulfillment.
eGain Service is built on eGain CIH™, 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
About eGain OnDemand
eGain® OnDemand™, the industry's first-ever hosted enterprise
software, is a proven, enterprise-class solution that has helped companies
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
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. 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.
*Source:
2007 Forrester Wave™ report on interaction-centric customer service
management software: #1 in "strategy," "customer service" product
capabilities, "architecture and platform," "product strategy," "corporate
strategy," and "customer base."
2006 Forrester Wave report on eService: Rated as a leader in current
offering and strategy with the highest scores in 14 enterprise-critical
criteria.
2005 Forrester Wave on eService: Rated #1 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.
Contact Information: eGain media contact
Jamie Abayan
Phone: 650-230-7532
Email: pr@egain.com