Mountain View, CA, February 27, 2008 --(PR.com
)-- eGain Communications Corporation (OTC BB: EGAN.OB), provider of the industry's top-rated* customer service and knowledge management software for in-house or on-demand SaaS deployment, announced today that KMWorld (www.kmworld.com) named eGain to the 2008 list of "100 Companies that Matter in Knowledge Management".
KMWorld's list of "100 Companies that Matter in Knowledge Management" is selected by knowledge management practitioners, theorists, analysts, vendors, and customers and represents the list of vendors that make the most impact in the space.
Used primarily for customer service and support through multichannel contact centers and self-service, eGain's knowledge management software offers comprehensive capabilities for knowledge capture, adaptive content management, easy integration with existing enterprise content assets, and flexible information access through dynamic FAQs, search, browse, guided help, natural language processing and experiential interfaces such as chatbots. The solution includes two decades of best practices and is used by blue-chip clients around the world to:
Improve first-contact resolution, customer service quality, consistency and compliance
Increase agent productivity and curb support costs
Boost revenue through contextual upsell and cross-sell
Enhance brand loyalty
The solution is an integral part of eGain Service™, the industry’s most comprehensive software suite for multichannel customer service and knowledge management.
“We have long held that the true essence of knowledge management is an attitude, a single-minded commitment to improvement. And companies on our list simply must emphasize an abiding determination to serve their most important constituency: their customers. They must also show agile innovation combined with a full understanding of the forces that affect, and will affect, their customers,” said Hugh McKellar, KMWorld editor in chief.
"For over a decade, eGain has been a pioneering force in the customer service and knowledge management space, with a long track record of adding business value to enterprises worldwide,” said Ashu Roy, CEO of eGain. "We are honored to be a part of KMWorld's ‘100 Companies That Matter in Knowledge Management’."
The 2008 list of "100 Companies that Matter in Knowledge Management" will be published in the March issue of KMWorld magazine.
The leading information provider serving the knowledge, document and content management systems market, KMWorld informs more than 50,000 subscribers about the components and processes - and subsequent success stories - that together offers solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc.
eGain (OTC BB: EGAN.OB) is a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS 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).
About eGain Service
eGain Service™ is the industry's most comprehensive software suite for multichannel customer service and knowledge management. Available on-premise or on-demand, eGain Service includes integrated, award-winning applications for call tracking and resolution, case management, 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
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 - overall capabilities, knowledge management, architecture and analytics
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.
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