Leading customer service software provider recognised for assessing the “state of customer service” in the UK and offering free benchmark analysis for enterprise contact centres
Mountain View, CA and Slough, UK, February 6, 2008: eGain Communications (OTCBB: EGAN.OB), a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment, today announced that the company was named to the 2007 Call Centre Focus (CCF) Hotlist. eGain was recognised for its propagation of call centre best practices by conducting a “state of customer service” research study and offering a no-cost benchmark analysis to enterprise call centres. Nominated by its peers, eGain is the only multichannel customer service and knowledge management software company to be included in the list.
Over the years, the CCF Hotlist has played an important role in recognising companies that have contributed to the contact centre industry. Released in January 2008, the list recognises 39 companies and individuals who are striving to improve the call centre industry.
Claudia Hathway, editor at CCF commented: “Here at CCF, we strongly believe that the Herculean effort made by call centres every day should not go unnoticed, so the Hotlist acts as a run-down of these heroes — as nominated by their peers. We hope that it will serve not only as a reminder of what a fantastic industry we work in, but also as a guide to the innovation and strategy that can be employed to achieve the seemingly impossible.”
eGain’s “state of customer service” research assessed the responsiveness, quality and capabilities of 125 major UK companies in email customer service and web self-service. The free benchmark analysis gives qualified companies an opportunity to benchmark their customer service practices against industry best practices, and develop a roadmap to achieving “best in class” performance. The list also recognised two eGain clients, Barclays Business Banking and Vodafone.
Andrew Mennie, General Manager and Vice President EMEA eGain, commented: “We have been serving the call centre industry for over a decade. The selection of eGain and our clients to this important list not only recognises our ongoing initiatives to propagate best practices but also the customer service excellence we have enabled for our clients.”
About eGain
eGain (OTCBB: EGAN.OB) is a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment. Trusted by prominent enterprises worldwide, eGain has been helping businesses 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 centres, help desks, and web customer service operations into knowledge-powered, multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, increased sales and enhanced contact centre 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 (United States), 1753-464646 (UK and rest of Europe).
Media contacts
eGain UK
Kerry Hallard / Nicola Craft /Tony Harding
Buffalo Communications Ltd
Tel: +44 (0) 2072 928680
Email: [email protected]
Hilary de Rover
eGain Communications Ltd
Tel: +44 (0) 1753 464689
Email: [email protected]
