Calence, LLC Bolsters Its Unified Communications Solutions With Customer Service Software From EGain


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eGain adds a leading reseller and solutions provider in unified communications to its EcoNet™ partner network

MOUNTAIN VIEW, California and PHOENIX, Arizona – July 23, 2007: eGain Communications Corporation (OTC BB: EGAN.OB), provider of the top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, and Calence, LLC, a leader in building, managing and optimizing customized, client-centric networks, today announced a reseller partnership. As part of the agreement, Calence will resell eGain’s award-winning customer service software suite and provide related implementation, training and support services.

“Organizations must provide a broad choice of customer communication channels including the phone and live contact via the Web, e-mail, instant messaging and other forms of Internet communications technology,” said Doug Fink, Unified Communications Practice Vice President at Calence. “eGain integrates these touch points nicely with Cisco’s Contact Center platform, which Calence has built its services practice around. We are experts in helping customers leverage their Cisco contact center investment to increase agent productivity by adding increased functionality from technology partners like eGain.”

“The need for unified multi-channel customer communications continues to grow, as customers want to interact with businesses through a variety of channels, while demanding a seamless experience across those channels,” said Hal Wendel, VP of Business Development for eGain. “The combination of eGain’s award-winning customer service software and Calence’s proven experience in implementing and supporting unified communications solutions will help fulfill this expanding market need.”

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

About Calence
As one of the largest pure-play network solutions providers in the U.S., Calence, LLC ( helps organizations plan, build, provision and operate their network, security and unified communications infrastructures. Calence works with many of the world’s most prominent organizations to leverage network technologies to reduce costs, improve operations and increase productivity. Serving the Enterprise, Commercial, Education (K-12 and Higher Ed) and the Public Sector markets, Calence’s areas of specialty include Unified Communications, Network Security, Network Strategy and Infrastructure, and Management Services/Outsourcing.

Headquartered in Tempe, Ariz., Calence operates in more than 20 markets throughout the United States. Calence is a Cisco Gold Partner and is Unified Communications Specialized (VoIP), Security Specialized, Wireless Specialized and a Cisco Advanced Technology Partner for Contact Center Enterprise, TelePresence, Wireless Mesh, Rich Media Communications and 3200-Mobile Access Router. Its professionals have over 455 Cisco certifications and use a proprietary methodology to consistently deliver the highest levels of customer satisfaction. In 2006, Calence received the prestigious Cisco Global Partner of the Year – US/Canada award for 2005.

About eGain
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center 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, 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 or call the company’s offices: 800-821-4358 (United States headquarters), 1753-464646 (UK and Continental 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.

Calence media contact
Brenda Thoren
Phone: 815.947.2356
Email: [email protected]

eGain media contact
Jamie Abayan
Phone: 650-230-7532
Email: [email protected]

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