New eGain software includes nine new applications, and enables customer service innovation through customer interaction hubs

Released on = October 30, 2006, 10:07 am

Press Release Author = eGain Communications

Industry = Software

Press Release Summary = eGain® ServiceT 7.6 brings together traditional and new
communication channels, enhances customer experience, boosts process efficiencies,
and ensures compliance through comprehensive and integrated customer interaction hub
platform

Press Release Body = MOUNTAIN VIEW, CA -- October 30, 2006: eGain Communications
(OTCBB: EGAN.OB), a leading provider of customer service and contact center software
for in-house or on-demand deployment, today announced a major new release of its
customer interaction hub (CIH) software suite.

Jointly conceived and developed by eGain and its blue-chip customers, eGain Service
7.6 suite includes nine new applications and directly addresses the mindset of
today's consumers, who expect choice of communication channels and superior service
quality when interacting with their favorite brands. The software suite combines
deep knowledge management and process automation tools with a rich set of
applications for managing the ever-growing volume of interactions through
traditional as well as emerging communication channels. The CIH approach centralizes
channel management, knowledge bases, business rules, and analytical engines in one
place, and drastically reduces the cost of managing multiple channels while
improving customer experience and process efficiencies.

eGain's new suite is the first to support short message service (SMS) customer
service interactions, as well as next-generation web self-service, chat, cobrowsing,
email, fax, postal mail, notification management, call tracking and resolution,
knowledge management, and service fulfillment.

eGain Service 7.6 is built on eGain CIHT Platform, the industry's most
comprehensive, 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. The fine-grained service-oriented architecture of the platform enables
rapid development of powerful custom applications.

"To gain competitive differentiation during the next five years, leading enterprises
will invest in building a customer interaction hub," said Esteban Kolsky, Research
Director at Gartner. "The CIH model enables the business to learn and meet or exceed
customer expectations across all communication channels."

Penn Foster Career School, one of the oldest and largest distance learning
institutions in the world, has recently implemented eGain Service 7.6. Currently
used by more than 60 agents, the solution has already enabled the institution to
reduce response times by half. Furthermore, Penn Foster expects to handle a 50%
increase in customer service traffic while curbing service costs. The school is also
using the software to automate service processes involving subject matter experts,
within and outside the contact center, when student inquiries require resolution
that extends beyond the initial interaction. As part of its customer interaction hub
vision, it plans to implement the chat and web self-service solutions in eGain
Service 7.6 to further improve the quality of interactions with students.

\"We are committed to meeting the lifelong learning needs of adults,\" said Rob Bruno,
Vice President of IT at Penn Foster Career School. \"eGain Service 7.6 will enable us
to provide prompt and effective service to our student base. This service level,
together with the quality of our education offerings, will help ensure that we are
the preferred institution for distance learning.\"

New applications in eGain Service 7.6

Self-service

. eGain MessageCenterT: Enables secure communication of sensitive information
through email between the customer and the business, and enables customers to view
all their interactions through an authenticated website.

Assisted service

. eGain AdviserT: Empowers agents-whether they are novice, expert, in-house, or
outsourced-to handle complex customer interactions that entail not only
informational and transactional customer service, but also contextual upsell and
cross-sell, follow-on service fulfilment, and value-added advice through
conversations that are compliant with regulations and corporate best practices. The
solution includes a highly flexible user interface, integrated workflow, and
interactive process guidance, powered by eGain's Inference® reasoning engine, a
proven technology used by enterprises for over 15 years.
. eGain CallTrackT: Provides phone call logging, tracking, resolution, and follow-on
service fulfillment.
. eGain SMET: Allows customer service agents to collaborate with subject matter
experts (SMEs) within and outside the contact center to speedily respond to an
inquiry.
. eGain SMST: Provides a flexible system for managing customer interactions done
through SMS, an increasingly popular channel of interaction.

Process automation

. eGain AutoClassifyT: Helps companies shorten the turnaround time on inquiries by
intelligently classifying and routing incoming emails and other inquiries. The
solution uses eGain's Inference® reasoning engine for more advanced and robust
classification of inquiries than simple keyword matching.
. eGain AutoWorkflowT: Works with eGain WorkflowT Engine and eGain AdaptersT to
execute service processes that do not need human involvement.
. eGain NotifyT: Helps manage and deliver event-based reminders, alerts, and updates
at any stage of a customer transaction or the overall customer lifecycle.
. eGain SurveyT: Helps contact centers, ecommerce sites, and customer portals
solicit and act on customer feedback to improve and grow customer relationships.

"eGain continues to win deals on the strength of its platform and an increasingly
process-centric message," writes Chip Gliedman, VP of CRM Research at Forrester.
"The vendor's attention to business processes has made it a leader in eService
process orientation and it is winning deals, particularly in Europe, where modeling
and executing processes are key deal attributes." (The Forrester Wave: eService
Suites Q2 2006, Forrester Research, Inc., May 2006).

"eGain has delivered a series of industry-firsts over the last decade, and we
continue that tradition with eGain Service 7.6, the most complete customer
interaction hub solution available in the market today," said Ashu Roy, CEO of
eGain. "A direct result of our collaboration with leading clients, who are at the
forefront of customer service innovation, the solution can enable any enterprise to
differentiate itself through stand-out customer service."

Immediately available on a worldwide basis, eGain Service 7.6 can be deployed
on-demand or on-premise. Details on the solution are available at
http://www.egain.com/products/index.asp.


About eGain
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center
software for on-premise or on-demand deployment. Trusted by prominent enterprises
worldwide, eGain has been helping organizations achieve and sustain customer service
excellence for more than a decade. 24 of the 50 largest global companies rely 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 and serves over 800 enterprise customers worldwide. To find out more about
eGain, visit www.eGain.com or call the company\'s offices: 800-821-4358 (United
States), 1753-464646 (UK and rest of Europe).

eGain, the eGain logo, Inference, 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.


Media Contacts
Carlos Mangandy
The Hoffman Agency for eGain
Tel: 408-975-3004
Email: cmangandy@hoffman.com

Maeve Naughton
eGain Communications Corporation
Tel: 650-230-7449
Email: pr@egain.com

Web Site = http://www.egain.com

Contact Details = Jamie Abayan
jabayan@egain.com
650-230-7532
345 E. Middlefield Rd
Mountain View, CA 94043

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