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eGain Receives the Highest Scores in 14 EnterpriseCritical Criteria...

eGain Communications Corporation, a leading provider of customer service and contact center software for in-house or on-demand deployment, announced today that the company received top scores for 14 enterprise-critical criteria, while being rated an eService leader for the second year in a row, in the Q1 2006 Forrester Wave report for eService.*



eGain was among the select companies that Forrester invited to participate in this report that evaluates eService vendors across 80 criteria. eGain and its eService solution, the eGain Service's8482; suite, received the highest and perfect score of 5.0 for email response management.



In addition, the eGain Service suite received top scores for 14 enterprise-critical criteria: standards-based architecture (5.0), scalability (5.0), development platform (5.0), development tools (4.6), templates by industry for customer information model (4.0), configurable process engine (5.0), problem diagnosis decision engine (5.0), content authoring and publishing (5.0), multi-language content (5.0), interactive search (5.0), automated chat dialogues (4.0), customers by region (5.0), implementation cost (5.0), and employee distribution (5.0) across departments including the percentage of employees in R&D, a key indicator for sustained product innovation.



's8220;eGain, with its long history of email management and case-based reasoning, should be included on the shortlist for companies needing a highly scalable email response solution or for agent and customer-facing knowledgebase tools,'s8221; stated John Ragsdale, VP and Research Director at Forrester Research. 's8220;The vendor's8217;s attention to business processes has made it a leader in eService process orientation.'s8221; *



's8220;We are honored to be rated as a leader two years in a row in the Forrester Wave report,'s8221; said Ashu Roy, CEO of eGain. 's8220;This validates our position as a pioneer and innovation leader in eService interaction management as well as contact center business process management.'s8221;



Key benefits of the eGain Service suite are:

>Provide consistent, effective, and efficient customer service and experience across channels using a centralized knowledge base, and a common, complete view of customer interactions

>Improve agent productivity

>Reduce the need for agent-assisted service through comprehensive and flexible self-service

>Automate service processes end to end, including interaction management, knowledge management, extended problem resolution, and service fulfillment

>Reduce the overall cost of providing service, and increase revenue through contextual upsell and cross-sell



Available for on-demand hosted or in-house deployment, the suite includes integrated, best-in-class applications for adaptive self-service, email management, multichannel knowledge management, chat, live web collaboration, call tracking and resolution, proactive notifications, automation of fax and paper-based service interactions, business process management and service fulfillment. These robust applications are built on the eGain Service Management Platform (eGain SMP's8482;), a scalable, next-generation framework that includes end-to-end service process modeling and management, multichannel, multisite contact center management, common content repository and knowledge management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content, and business systems.



About eGain

eGain is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies 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.



eGain Service's8482;, the company's8217;s software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, chat and web collaboration, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on eGain Service Management Platform's8482; (eGain SMP's8482;), a scalable next-generation framework that includes end-to-end service process management, multichannel and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems.



eGain OnDemand's8482;, the industry's8217;s first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes, since 1998, to rapidly build customer interactions hubs.



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's8217;s offices: 800-821-4358 (United States), 1753-464646 (UK and rest of 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.



eGain media contact

Jamie Abayan

eGain

Tel: 650 230 7528

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