eGain Experiences Growing Momentum for Best-of-Breed Products for Cobrowsing and Chat Customer Service
Blue-chip customer service innovators across industry sectors use eGain's web collaboration solutions to orchestrate extraordinary customer service experiences, while generating revenue at the same time.
Mountain View, CA, November 08, 2006 --(PR.com)-- eGain Communications Corp. (OTC BB: EGAN), a leading provider of customer service and contact center software for on-premise or on-demand deployment, today announced that the company is seeing strong adoption of its chat and cobrowse products.
According to Forrester Research, customer experience is becoming the sole differentiator in more industries, particularly in consumer-facing industries like communications, technology, and financial services, helping leading companies to attract and retain customers, as well as continually increase wallet share of those customers. (Source: The Forrester Wave: eService Suites Q2 2006, Forrester Research, Inc., May 2006)
Many of eGain's marquee clients are using the company's chat and cobrowse solutions to deliver memorable customer service experiences and increase sales. These solutions enable businesses to help customers find information, fill out enrollment forms, complete shopping transactions, get advice, and learn to use web self-service.
eGain provides the industry's most comprehensive and robust set of integrated solutions for a broad range of web collaboration needs including the following:
• eGain® ChatBot™ for automated chat
• eGain® Chat™ for agent chat, which includes page-pushing, proactive chat, and click-to-call capabilities
• eGain® Cobrowse™ - Standard Edition for rapid deployment of standard cobrowse capabilities
• eGain® Cobrowse™ - Advanced Edition for proxy-based cobrowsing
Some of eGain's clients are innovating in web collaboration, combining phone interactions with concurrent cobrowsing, to deliver unique customer experiences. Furthermore, eGain plans to enable cobrowsing for rich internet applications by adding support for the following standards in 2007:
• AJAX® in Spring 2007
• Adobe® Flash® and Adobe® Flex™ in Summer 2007
"As web collaboration products become more robust, they create a fuller experience for the customer, and you have a lot more options to work with than just text chat," said John Ragsdale, VP of Research for SSPA (Society of Service and Support Professionals). "My long-term view is that full web collaboration (remote access, screen sharing, joint form fill, page push, etc.) can even be a better experience than phone support."
"We continue to co-innovate with our clients, delivering best-in-class applications and enabling competitive advantage for these clients," said Ashu Roy, CEO of eGain. "Stellar examples of this co-innovation, our web collaboration solutions are an integral part of the eGain Service customer interaction hub suite."
For additional information, visit the following web pages on the eGain website:
• http://www.egain.com/products/chat_bot.asp for eGain® ChatBot™
• http://www.egain.com/products/chat.asp for eGain® Chat™
• http://www.egain.com/products/cobrowse.asp for eGain® Cobrowse™
About eGain Communications Corporation
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center software for on-premise or on-demand deployment. Trusted by prominent enterprises worldwide, eGain has been helping organizations 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 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 and serves over 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).
eGain, the eGain logo, Inference, 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:
Carlos Mangandy
The Hoffman Agency for eGain
Phone: 408-975-3004
Email: cmangandy@hoffman.com
Maeve Naughton
eGain Communications Corporation
phone: 650-230-7449
Email: pr@egain.com
###
According to Forrester Research, customer experience is becoming the sole differentiator in more industries, particularly in consumer-facing industries like communications, technology, and financial services, helping leading companies to attract and retain customers, as well as continually increase wallet share of those customers. (Source: The Forrester Wave: eService Suites Q2 2006, Forrester Research, Inc., May 2006)
Many of eGain's marquee clients are using the company's chat and cobrowse solutions to deliver memorable customer service experiences and increase sales. These solutions enable businesses to help customers find information, fill out enrollment forms, complete shopping transactions, get advice, and learn to use web self-service.
eGain provides the industry's most comprehensive and robust set of integrated solutions for a broad range of web collaboration needs including the following:
• eGain® ChatBot™ for automated chat
• eGain® Chat™ for agent chat, which includes page-pushing, proactive chat, and click-to-call capabilities
• eGain® Cobrowse™ - Standard Edition for rapid deployment of standard cobrowse capabilities
• eGain® Cobrowse™ - Advanced Edition for proxy-based cobrowsing
Some of eGain's clients are innovating in web collaboration, combining phone interactions with concurrent cobrowsing, to deliver unique customer experiences. Furthermore, eGain plans to enable cobrowsing for rich internet applications by adding support for the following standards in 2007:
• AJAX® in Spring 2007
• Adobe® Flash® and Adobe® Flex™ in Summer 2007
"As web collaboration products become more robust, they create a fuller experience for the customer, and you have a lot more options to work with than just text chat," said John Ragsdale, VP of Research for SSPA (Society of Service and Support Professionals). "My long-term view is that full web collaboration (remote access, screen sharing, joint form fill, page push, etc.) can even be a better experience than phone support."
"We continue to co-innovate with our clients, delivering best-in-class applications and enabling competitive advantage for these clients," said Ashu Roy, CEO of eGain. "Stellar examples of this co-innovation, our web collaboration solutions are an integral part of the eGain Service customer interaction hub suite."
For additional information, visit the following web pages on the eGain website:
• http://www.egain.com/products/chat_bot.asp for eGain® ChatBot™
• http://www.egain.com/products/chat.asp for eGain® Chat™
• http://www.egain.com/products/cobrowse.asp for eGain® Cobrowse™
About eGain Communications Corporation
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center software for on-premise or on-demand deployment. Trusted by prominent enterprises worldwide, eGain has been helping organizations 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 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 and serves over 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).
eGain, the eGain logo, Inference, 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:
Carlos Mangandy
The Hoffman Agency for eGain
Phone: 408-975-3004
Email: cmangandy@hoffman.com
Maeve Naughton
eGain Communications Corporation
phone: 650-230-7449
Email: pr@egain.com
###
Contact
eGain Communications
Jamie Abayan
650-230-7532
www.egain.com
Jamie Abayan
650-230-7532
www.egain.com
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