MOUNTAIN VIEW, CA--(Marketwire - September 9, 2008) - eGain Communications Corporation (
OTCBB:
EGAN) -- the leading provider of multichannel customer service and
knowledge management software, proven on-premise or on-demand -- today
announced that Playboy.com has reduced Average Handle Times (AHT) by 60%
and substantially increased first-contact resolution of customer service
emails in the three years since the initial implementation of eGain®
Mail™.
Used by leading companies around the world for over a decade, eGain Mail
enables contact centers to intelligently route incoming emails and process
them effectively, efficiently, and consistently. eGain Mail is an integral
part of eGain Service™, the industry's top-rated customer service
software for rapidly building unified multichannel customer interaction
hubs. These hubs dramatically reduce customer interaction costs and enhance
customer experience, service quality and contact center efficiencies. More
information on eGain Mail can be found at:
www.egain.com/products/email_management.asp.
Since the deployment of eGain in 2005, Playboy.com has achieved the
following results:
-- A 30% reduction in Average Handle Time (AHT) through the use of
eGain's knowledge base, which "auto-suggests" answers to agents based on
the content of incoming emails;
-- An additional 30% reduction in AHT through the use of eGain's agent
console, which enables customer service representatives to easily access
information from existing business systems from within eGain through the
eGain Data Adapter™. This eliminates the need to invoke a separate
application to access such data; and
-- A 40% increase in First-Contact Resolution (FCR) through the use of
eGain Mail's knowledge base, which provides accurate answers that help
resolve customer issues the very first time.
"We deployed eGain Mail to help agents handle email customer service
queries more quickly and accurately," said Jeff Gross, Customer Service
Manager at Playboy.com. "The solution also has reduced the need for agent
training and has allowed us to provide personalized responses while
promoting related offerings in the context of service queries."
"Email has emerged as a popular interaction channel, second only to the
phone," said Ashu Roy, CEO of eGain. "As consumers increasingly use email
and other electronic channels for communicating with businesses, providing
excellent service through these channels has become a business imperative
in all industries including the media sector."
About eGain
eGain (
OTCBB:
EGAN) is the leading provider of multichannel customer
service and knowledge management 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.
Contact Information: eGain media contact:
Connie Pheng
Phone: 650-230-7449
Email: pr@egain.com