Independent Research Firm Rates EGain a Leader in Interaction-Centric Customer Service Software Solutions


Share on LinkedIn

Mountain View, California (October 23, 2008) – eGain Communications Corporation (OTC BB: EGAN.OB), a leading provider of multichannel customer service and knowledge management software on-premise or on-demand, announced today that the company was named a leader in interaction-centric customer service software solutions in the October 2008 report “The Forrester Wave™: Customer Service Software Solutions, Q4 2008”. The company received the highest score in the category of “current offering,” as well as in the sub-categories of “customer service,” “architecture and platform,” “cost,” “product strategy” and “employees” in interaction-centric customer service management software.

eGain was among the select companies that Forrester invited to participate in this report that evaluates customer service management vendors across approximately 180 criteria. On a scale of 0-5, in the interaction-centric solutions evaluation, eGain received the highest score of 4.65 in “current offering,” versus the lowest score of 2.35 in this category. eGain also received the highest scores in “customer service” product capabilities (4.70), architecture and platform (4.74), product strategy (5.00), cost (4.66), and employees (4.00). In addition, the company received a score of 4.60 in the “strategy” category.

In addition, eGain received the top score in several key sub-categories in “current offering”, such as knowledgebase (5.0), business process and workflow tools (4.4), Web 2.0 tools and applications (5.0), and deployment options (5.0). eGain also tied for the top score in several key sub-categories in “current offering” such as email response management (5.0), phone agent support (4.0) and country support (5.0).

“Today, customers want integrated, seamless customer experiences…eGain’s customer interaction hub centralizes customer data, knowledge management, business rules, fulfillment, and feedback management, providing consistent service across all interaction channels…eGain is an application best suited for large multichannel contact centers that require a scalable solution and complete suite of customer service and contact center software that sits on top of a common architecture and infrastructure.,” wrote Dr. Natalie Petouhoff, Ph. D., Senior Analyst at Forrester.

Benefits of the eGain Service™ software suite include the following:

? Enhance customer experience, acquisition, and retention
? Improve contact center agent productivity
? Increase self-service adoption
? Increase revenue through upsell and cross-sell at the point of service
? Ensure compliance and security in customer interactions
? Reduce unwarranted field visits, product returns, and associated costs

“We are honored to have been selected by Forrester as a leader in the interaction-centric customer service management space,” said Ashu Roy, Chairman and CEO of eGain. “We are proud of our top ratings in several enterprise-critical areas and plan to continue our track record with customers and partners through ongoing collaboration and innovation.”

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 flexible and integrated 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:

About eGain OnDemand™
eGain OnDemand, the industry’s first-ever on-demand customer service software, is a proven, robust and scalable solution that has been used by companies to rapidly build customer interactions hubs over the last ten years. Additional information on eGain OnDemand can be found at:

About eGain
eGain (OTCBB: EGAN.OB), is a leading provider of customer service and contact center 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, 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).

# # #

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]

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