Mountain View, CA, April 07, 2007 --(PR.com
)-- eGain Communications (OTC BB: EGAN.OB), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, announced today that CRM magazine has named eGain as the “One to Watch for 2007” in the web-support services category.
The award was based on a combination of measures that included revenue, year-over-year growth, and reputation for customer satisfaction, depth of functionality, and company direction.
“The ‘One to Watch’ award was given to eGain for its continued innovation in software and services for implementing customer interaction hubs. I look forward to seeing their continued growth,” said David Myron, Editorial Director, CRM magazine.
Jointly conceived and developed by eGain and its blue-chip customers, eGain Service™ directly addresses the mindset of today’s consumers, who expect a broad 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 customer interaction hub (CIH) approach centralizes channel management, knowledge bases, business rules, and analytical engines, and drastically reduces the cost of managing multiple channels while improving customer experience and process efficiencies.
Launched in October 2006, eGain Service 7.6 is the industry’s first solution 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. The solution can be deployed on-demand or on-premise. Details about eGain Service are available at http://www.egain.com/products/index.asp.
“Customer focus and innovation have always been cornerstones of our business strategy and operating philosophy,” said Ashu Roy, CEO of eGain. “We are pleased to win this prestigious award from CRM magazine, the premier publication in the customer relationship management space.”
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics; 2005 Forrester Wave report on eService
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand SaaS deployment. Trusted by prominent enterprises worldwide, eGain has been helping businesses 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 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 (United States), 1753-464646 (UK and rest of Europe).
eGain Communications Corporation