Executive Survey Reveals Increasing Emphasis on Service-Based Business Differentiation and Opportunities to Improve Multichannel Customer Service
Areas for improvement and innovation include multichannel integration, web self-service, knowledge management and service level management.
Mountain View, CA, February 09, 2007 --(PR.com)-- eGain Communications Corporation (OTC BB: EGAN.OB), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, today announced the results of a survey of customer service and helpdesk executives. Sponsored by eGain, the study was conducted and results compiled by supportindustry.com and crmindustry.com between November 2006 and January 2007.
The survey focused on a wide array of strategic and tactical issues in multichannel customer service and support, including the importance of customer service to the business value proposition, multichannel integration, web self-service, contact center knowledge management, service level management and contact center and helpdesk performance management. Survey respondents comprised of high-level executives and managers, who are members of supportindustry.com and crmindustry.com, leading online communities for customer-facing professionals. Responsible for functions such as customer service, web self-service, ebusiness, IT support contact centers, marketing and sales, the respondents represented a range of industry sectors.
Key findings include the following:
• More than three-quarters (77%) of the respondents said customer service played a primary role in their business value proposition, and 66% said service emphasis in their value proposition increased in 2006.
• 43% said they were launching a major customer service or contact center knowledge management initiative in 2007, with an overwhelming majority (86%) of respondents expecting their budgets to increase at least somewhat in 2007.
• Only 26% of respondents had achieved a single view of all customer interactions and 44% had not established service levels for every customer communication channel they offered.
To get a complimentary copy of this comprehensive report:
http://www.egain.com/landingus/report_supportindustry.asp?id=
eG020607&source=eGain&trc=ndcser4526sadkse.
About eGain
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center 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 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 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).
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, cobrowsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is built on eGain CIH™ Platform, the industry's most comprehensive, integrated and flexible 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:
http://www.egain.com/products/multichannel_service.asp
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics; 2005 Forrester Wave report on eService
Media contacts:
Maeve Naughton
eGain Communications Corporation
Phone: 650-230-7449
Email: pr@egain.com
###
The survey focused on a wide array of strategic and tactical issues in multichannel customer service and support, including the importance of customer service to the business value proposition, multichannel integration, web self-service, contact center knowledge management, service level management and contact center and helpdesk performance management. Survey respondents comprised of high-level executives and managers, who are members of supportindustry.com and crmindustry.com, leading online communities for customer-facing professionals. Responsible for functions such as customer service, web self-service, ebusiness, IT support contact centers, marketing and sales, the respondents represented a range of industry sectors.
Key findings include the following:
• More than three-quarters (77%) of the respondents said customer service played a primary role in their business value proposition, and 66% said service emphasis in their value proposition increased in 2006.
• 43% said they were launching a major customer service or contact center knowledge management initiative in 2007, with an overwhelming majority (86%) of respondents expecting their budgets to increase at least somewhat in 2007.
• Only 26% of respondents had achieved a single view of all customer interactions and 44% had not established service levels for every customer communication channel they offered.
To get a complimentary copy of this comprehensive report:
http://www.egain.com/landingus/report_supportindustry.asp?id=
eG020607&source=eGain&trc=ndcser4526sadkse.
About eGain
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center 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 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 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).
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, cobrowsing, email, fax, postal mail, notification management, call tracking and resolution, knowledge management, and service fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is built on eGain CIH™ Platform, the industry's most comprehensive, integrated and flexible 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:
http://www.egain.com/products/multichannel_service.asp
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics; 2005 Forrester Wave report on eService
Media contacts:
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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