Contact Information: eGain Media Contact: Connie Pheng Phone: 650-230-7449 Email: pr@egain.com Replacements Media Contact: Lisa Conklin Public Relations Manager Phone: 800.737.5223 ext. 2552 336.209.0951 mobile Email: lisa.conklin@replacements.com
eGain Customer, Replacements, Ltd., Honored as Stevie Awards Sales and Customer Service Finalist
| Source: eGain
MOUNTAIN VIEW, CA--(Marketwire - January 27, 2009) - eGain Communications Corporation, (OTCBB : EGAN ) the leading provider of multichannel customer service and knowledge
management software, on-premise or on-demand, announced today that its
customer, Replacements, Ltd. is a finalist for the 2008 Stevie Awards.
Replacements received accolades in the Best Use of Technology in Customer
Service category for its implementation of eGain Service™, eGain's
top-rated* solution for customer service management.
The world's largest supplier of old and new china, crystal, silver and
collectibles, Replacements first implemented eGain Mail™ for email-based
customer service. An industry-leading solution for email customer service
management, eGain Mail is an integral part of the eGain Service suite for
multichannel customer service. Since the initial deployment of the
solution, the number of agents needed to answer email inquiries was reduced
by more than 40 percent. While web channel sales have increased 220
percent, total web transactions to process have increased 240 percent, and
service levels, which are measured internally, have averaged more than 99
percent.
"We receive more than 3 million visits per month at www.replacements.com.
This channel has become the preferred method for initiating contact with us
for a majority of our customers. This significant web traffic generates
large volumes of inbound inquires," said Jack Whitley, senior vice
president of eCommerce at Replacements. "Our highest priority is to
effectively handle growing email volumes and continuously improve customer
service levels while increasing agent productivity and reducing costs.
eGain's solution has helped us achieve these goals at every stage of our
growth on the web. We are honored to be selected as a finalist in the
Stevie Awards."
The awards are presented by the Stevie® Awards, which organizes several
of the world's leading business awards shows including the prestigious
American Business Awards. Members of the Awards' Board of Distinguished
Judges & Advisors and their staffs will select Stevie Award winners, who
will be announced during the 2009 Stevie Awards Gala in Las Vegas, Nevada.
Finalists were chosen by business professionals worldwide during
preliminary judging.
"Replacements' accomplishments exemplify the transformational business
value that we add to contact centers, e-business operations and customer
service organizations," said Ashu Roy, Chairman and CEO of eGain. "We
congratulate Replacements on this prestigious recognition."
Details about the Stevie Awards for Sales & Customer Service and the list
of finalists in all categories are available at www.stevieawards.com/sales.
*Source:
Rated #1 in "current offering," "customer service" product capabilities,
"architecture and platform," "product strategy," "cost," and "employees" in
the October 2008 report, "The Forrester Wave™: Customer Service Software
Solutions, Q4 2008"
About The Stevie Awards
Stevie Awards are conferred in four programs: The American Business Awards,
The International Business Awards, The Stevie Awards for Women in Business,
and The Stevie Awards for Sales & Customer Service. Honoring organizations
of all types and sizes and the people behind them, the Stevies recognize
outstanding performances in the workplace worldwide. Learn more about The
Stevie Awards at www.stevieawards.com.
Sponsors of the third annual Stevie Awards for Sales & Customer Service
include John Hancock Mutual Funds, Sales Partnerships, and ValueSelling
Associates.
About Replacements, Ltd.
Founded by Bob Page in 1981, Replacements, Ltd. carries the world's largest
selection of old and new china, crystal, silver and collectibles. The
company's 415,000 square foot facilities house an inventory of more than 13
million pieces from over 300,000 patterns. Headquartered in Greensboro,
N.C., Replacements, Ltd. serves nearly ten million customers worldwide.
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 over a decade, hundreds of 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 (CIH). Based on the Power of One™ -- the concept of one unified
platform for customer interaction and knowledge management -- eGain
solutions help improve customer experience, optimize end-to-end service
process, increase sales, and enhance contact center performance.
Headquartered in Mountain View, California, eGain has operating presence in
North America, EMEA and APAC. To learn more about us, visit www.eGain.com
or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or
+91-(0)-20-6608-9200 (APAC).
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.