Upgrades Its eGain Customer Service Deployment


Share on LinkedIn

Online retailer expects to further enhance its brand image through superior and reliable customer service, powered by eGain

Mountain View, Calif. (June 28, 2007) – eGain Communications Corporation (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, a leading online retailer of cookware, has upgraded its previous deployment of eGain® Service™ to provide even more responsive and reliable email customer service, and further differentiate its brand.

An Internet retailing pioneer, prides itself on providing truly outstanding customer experiences. Satisfied with the business value delivered by eGain’s award-winning** email management capability in a previous version of eGain’s customer interaction hub (CIH) software suite, recently upgraded to eGain Service 7.6 to take its email customer service to the next level of quality and responsiveness with better service level compliance. The new version of eGain Service enables to:

• Set, track, and manage service levels, proactively fixing likely slippages before they happen
• Improve email routing with automatic classification of freeform inquiries through the advanced pattern-matching capabilities of eGain Workflow Engine™
• Provide differentiated service to customers based on their value

The company also plans to add chat and other interaction channels in the future to build out a multichannel customer interaction hub, powered by eGain.

“With more than 90,000 kitchen items, cookbooks, and home products available on our site, we are constantly striving to achieve more efficiency and responsiveness in answering email queries,” said Kirk Oshiro, Director of Customer Service at “With the new version of eGain Service, we will be able to process more than 10,000 emails monthly in an effective and efficient manner, while consistently meeting service levels.”

“ has been operating branded storefronts such as and over the last few years. Recently we launched a partnership with General Mills, starting with in April and in May of 2007. There will be other opportunities with other store fronts to follow,” said Mr. Oshiro. “eGain Service 7.6 will allow us to more efficiently handle customer service for these multiple brands.”

“ and eGain go back a long way, and we are pleased to have such a leader in online retail in our client base,” said Ashu Roy, eGain CEO. “We look forward to enabling continued service excellence at by helping them add more channels to their customer interaction hub.”

Founded in 1998 and located in Santa Monica, CA,, the leading online marketplace for the kitchen, operates five uniquely branded websites:,,, and offers its customers access to over 90,000 products for the kitchen as well as recipes, menus, articles and a growing library of user-generated cooking content and on-line tools. is committed to providing its customers with an exceptional experience and is the recipient of the 2006 i.Merchant Gold award for overall excellence as an online retailer.

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. 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. To find out more about eGain, visit or call the company’s offices: 800-821-4358 (US headquarters), 1753-464646 (UK and the rest of Europe).

About eGain Service
eGain Service is the industry’s most comprehensive customer interaction hub software suite and the first solution to support short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, co-browsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.

eGain Service is built on eGain CIH™ Platform, 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), eGain CIH platform enables rapid development of powerful applications.

For more information about eGain Service, please visit:

eGain® OnDemand™, the industry’s first-ever SaaS offering of eService software, is a proven, robust, and scalable solution that has been used by companies of all sizes to rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at:

*Source: 2007 Forrester Wave report on interaction-centric customer service management: Highest scores in “strategy”, “customer service” product capabilities, “architecture and platform”, “product strategy”, “corporate strategy”, “customer base”.
2005 Forrester Wave report: Highest rating in “Current Offering”
2005 Patricia Seybold Group Bull’s Eye Reports on Cross-Channel, Cross-Lifecycle Customer Service: Rated #1 in overall capabilities, knowledge management, architecture and analytics

** Source: 2006 and 2005 Forrester Wave, 2004 Forrester TechRankings


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.


Media contacts

Jamie Abayan John Gabaldon
eGain PR
Phone: 650-230-7532 Phone: 323 939-5566
Email: [email protected] Email: [email protected]

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here