Contact Information: Media contacts: eGain UK Kerry Hallard / Nicola Craft Buffalo Communications Ltd Tel: +44 (0) 207 292 8680 Email: egain@buffalo.co.uk Hilary de Rover eGain Communications Ltd Tel: +44 (0) 1753 464689 Email: hderover@egain.com
eGain Adds Multilingual Capability to Its Customer Service Software and Commits to Pan-European Expansion
eGain Service(TM) 7.6 Released in Five New Languages With "Out of the Box" Local Language User Interfaces
| Source: eGain
MOUNTAIN VIEW, CA and SLOUGH, UNITED KINGDOM--(Marketwire - October 8, 2007) - eGain
Communications Corporation (OTCBB : EGAN ), provider of the industry's
top-rated* customer service and contact centre software for in-house or
on-demand SaaS deployment, today further demonstrated its commitment to the
EMEA marketplace by announcing the availability of eGain Service™ 7.6
software suite in five European languages: Dutch, German, French, Italian
and Spanish languages, to complement the English version.
There are plans to include support for additional languages in 2008. eGain
also plans to deploy local language versions of its website in the near
future.
This development enables eGain's enterprise customers in EMEA to be able to
provide customer service and support through a local language user
interface within and across an array of interaction channels, including the
phone; web self-service; web chat and co-browsing; emails, faxes and post;
and short message service (SMS). Moreover, the solution comes with "out of
the box" local language user interfaces and enables multi-lingual customer
service from a single deployment, reducing the need for additional
professional services and installations, and the total cost of ownership
(TCO) for its clients.
This announcement follows a number of recent eGain initiatives across
Europe, including the opening of a Dutch office, the signing of many
European reseller and SI partnerships and the landmark global OEM agreement
with Cisco.
"This globalised version of eGain Service enhances our ability to continue
to expand in emerging markets throughout the globe. Now,
non-English-speaking agents can utilize the solution with ease, resulting
in more efficient, effective contact centre operations and enhanced
customer service," said Bruce Swan, European Helpdesk Manager at Navman.
"With a German version of eGain Service now available, eGain demonstrates
the ability to meet the specific needs of the German speaking contact
centres, and is well-positioned to expand its presence as the contact
centre services market in the region continues to mature," said Martin
Hahnkamm, Manager business line Data Services at d+s solutions in Germany.
"Multilingual customer service continues to emerge as an important
differentiator for businesses across Europe," said Andrew Mennie, Vice
President and General Manager EMEA, eGain. "We are happy to further
demonstrate our commitment to the EMEA market as a whole and to the success
of our EMEA clients by delivering this capability."
*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
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 and 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), the
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 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.