Improves Customer Cervice Response Time and First-Contact Resolution Through eGain’s Contact Center Solution


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Mountain View, Calif. (September 9, 2008) – eGain Communications Corporation (OTC BB: EGAN.OB) – the leading provider of multichannel customer service and knowledge management software, proven on-premise or on-demand – today announced that has reduced Average Handle Times (AHT) by 60% and substantially increased first-contact resolution of customer service emails in the three years since the initial implementation of eGain® Mail™.

Used by leading companies around the world for over a decade, eGain Mail enables contact centers to intelligently route incoming emails and process them effectively, efficiently, and consistently. eGain Mail is an integral part of eGain Service™, the industry’s top-rated customer service software for rapidly building unified multichannel customer interaction hubs. These hubs dramatically reduce customer interaction costs and enhance customer experience, service quality and contact center efficiencies. More information on eGain Mail can be found at: http://

Since the deployment of eGain in 2005, has achieved the following results:
• A 30% reduction in Average Handle Time (AHT) through the use of eGain’s knowledge base, which “auto-suggests” answers to agents based on the content of incoming emails;
• An additional 30% reduction in AHT through the use of eGain’s agent console, which enables customer service representatives to easily access information from existing business systems from within eGain through the eGain Data Adapter™. This eliminates the need to invoke a separate application to access such data; and
• A 40% increase in First-Contact Resolution (FCR) through the use of eGain Mail’s knowledge base, which provides accurate answers that help resolve customer issues the very first time.

“We deployed eGain Mail to help agents handle email customer service queries more quickly and accurately,” said Jeff Gross, Customer Service Manager at “The solution also has reduced the need for agent training and has allowed us to provide personalized responses while promoting related offerings in the context of service queries.”

“Email has emerged as a popular interaction channel, second only to the phone,” said Ashu Roy, CEO of eGain. “As consumers increasingly use email and other electronic channels for communicating with businesses, providing excellent service through these channels has become a business imperative in all industries including the media sector.”
About eGain
eGain (OTC BB: 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, 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).
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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.
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eGain media contact:
Connie Pheng
Phone: 650-230-7449
Email: [email protected]

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