EGain’s Solution for Collaborative Customer Service Resolution Selected as KMWorld Trend-Setting Product of 2008


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eGain SME™ enables seamless, internal collaboration with SMEs (Subject Matter Experts) to resolve customer issues, while meeting promised service levels

Mountain View, Calif. (August 21, 2008) – eGain Communications Corporation (OTC BB: EGAN.OB), provider of the top-rated* multichannel customer service and knowledge management software on-premise or on-demand, today announced that KMWorld magazine has named eGain SME™ as a Trend-Setting Product for 2008.

Now in its sixth year, KMWorld’s Trend-Setting Product Award is presented to companies based on various criteria with customer feedback as the most relevant. Hugh McKellar, KMWorld editor-in-chief, adds, “This year’s edition has been compiled through briefings with vendors themselves, along with conversations with analysts, users and system integrators. Our mission selecting this year’s products has been deceptively simple: select those that deliver robust customer value.”

eGain SME™ is an enterprise collaboration tool that enables subject matter experts (SMEs) within and outside the contact center to contribute their expertise to resolve customer queries or add to the knowledgebase through simple email and webform interfaces. The solution includes robust workflow capabilities to ensure that promised customer service levels are met. eGain SME is an integral part of the eGain Service Suite, the industry’s most comprehensive and unified suite of applications for multichannel customer service and knowledge management, based on a common platform. Additional information on eGain SME can be found at:

“eGain has had a long history of innovation in knowledge management to help improve contact center productivity and customer experience. eGain SME makes sure that businesses can deliver on their customer service brand promise by easily tapping into subject matter expertise in the enterprise to help the customer,” said Ashu Roy, CEO of eGain. “We are honored to be selected as a supplier of KMWorld’s 2008 Trend-Setting Product.”

Additional information on KMWorld’s Trend-Setting Product Award is available in the September issue of KMWorld magazine and can be viewed online at

About KMWorld
KMWorld ( is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 50,000 subscribers about the components and processes – and subsequent success stories – that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc. (

About eGain
eGain (OTCBB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for in-house or on-demand 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, 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 or call the company’s offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).

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: Rated #1 in 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.


eGain media contact
Connie Pheng
Phone: 650-230-7449
Email: [email protected]

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