Eastland Shoe Corp. Deploys eGain OnDemand to Provide Superior Email Customer Service and Enhance its Brand
Long-time producer of classic American styled footwear deploys hosted version of eGain's software for email management as initial phase of a customer interaction hub implementation
Mountain View, CA, March 10, 2006 --(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 deployment, today announced that Eastland Shoe Corp, a long-time producer of classic American styled footwear, has selected eGain OnDemand™ to route, track and resolve email-based customer service inquiries. In the future, the company also plans to add eGain's web self-service and chat solutions as it builds a multichannel customer interaction hub to further enhance its consumers' online experience.
The industry's first on-demand eService software, eGain OnDemand has been used by companies of all sizes, including large enterprises, for over seven years. The solution includes hosted versions of integrated best-in-class applications for web self-service, email management, chat, web collaboration, call tracking, case management, e-alert management and contact center knowledge management. Eastland selected eGain over other providers because of its strong workflow features and its scalability, comprehensive self-service capabilities and its deep experience in the retail sector. eGain's flexible deployment options also played a key role in Eastland's decision to choose eGain. With eGain OnDemand, Eastland was able to get up and running quickly with the option of bringing the solution in-house later, based on evolving business requirements.
"Customer service excellence is a key component of Eastland's core values," said Joshua Klein, Eastland's Business Development Manager. "With eGain OnDemand, we are able to provide our customers with quicker, more accurate, and more consistent customer service interactions. The solution has dramatically improved our customer service quality and effectiveness."
"eGain OnDemand helps businesses rapidly set up customer interaction hubs for effective, efficient and consistent multichannel customer service and improved contact center performance," said Ashu Roy, CEO of eGain. "We are happy to welcome Eastland to our long list of eGain OnDemand and retail customers."
About eGain OnDemand™
The industry's first-ever on-demand eService solution, eGain OnDemand has been used by world-class companies for agent-assisted multichannel customer service, web self-service and knowledge management for eight years. eGain OnDemand is the hosted version of eGain Service™, the industry's top-rated customer service and contact center software.
* Source: 2005 ForresterWave report on eservice and 2005 Patricia Seybold Group bull's eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics.
About Eastland Shoe
Since 1955, Eastland Shoe Corp. has made classic American styled footwear reflecting its Maine heritage and casual style of living. While the seasons may change and shoe styles follow with them, Eastland remains constant - committed to creating classic styles, as well as contemporary and durable designs. Eastland's commitment to their customers is to continue making quality leather shoes with the finest workmanship, long lasting value and comfort. Today, Eastland's line of men's and women's footwear is specifically designed to meet the demands of daily life and weekend activities - where comfort, style, and function merge. At EastlandShoe.com, you'll find the company's complete line of footwear, including hard-to-find styles, sizes, widths, and colors not sold at local Eastland retailers.
About eGain®
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies 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.
eGain Service™ 7, the company's software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems
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: United States: 800-821-4358; UK and the rest of Europe: 1753-464646.
eGain media contact
Carey Godbee
Tel: 760/758-4406
Email: cgodbee@b3communications.com
Eastland Shoe contact
Joshua Klein
Tel: 207-865-6314
Email: joshuaklein@eastlandshoe.com
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The industry's first on-demand eService software, eGain OnDemand has been used by companies of all sizes, including large enterprises, for over seven years. The solution includes hosted versions of integrated best-in-class applications for web self-service, email management, chat, web collaboration, call tracking, case management, e-alert management and contact center knowledge management. Eastland selected eGain over other providers because of its strong workflow features and its scalability, comprehensive self-service capabilities and its deep experience in the retail sector. eGain's flexible deployment options also played a key role in Eastland's decision to choose eGain. With eGain OnDemand, Eastland was able to get up and running quickly with the option of bringing the solution in-house later, based on evolving business requirements.
"Customer service excellence is a key component of Eastland's core values," said Joshua Klein, Eastland's Business Development Manager. "With eGain OnDemand, we are able to provide our customers with quicker, more accurate, and more consistent customer service interactions. The solution has dramatically improved our customer service quality and effectiveness."
"eGain OnDemand helps businesses rapidly set up customer interaction hubs for effective, efficient and consistent multichannel customer service and improved contact center performance," said Ashu Roy, CEO of eGain. "We are happy to welcome Eastland to our long list of eGain OnDemand and retail customers."
About eGain OnDemand™
The industry's first-ever on-demand eService solution, eGain OnDemand has been used by world-class companies for agent-assisted multichannel customer service, web self-service and knowledge management for eight years. eGain OnDemand is the hosted version of eGain Service™, the industry's top-rated customer service and contact center software.
* Source: 2005 ForresterWave report on eservice and 2005 Patricia Seybold Group bull's eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics.
About Eastland Shoe
Since 1955, Eastland Shoe Corp. has made classic American styled footwear reflecting its Maine heritage and casual style of living. While the seasons may change and shoe styles follow with them, Eastland remains constant - committed to creating classic styles, as well as contemporary and durable designs. Eastland's commitment to their customers is to continue making quality leather shoes with the finest workmanship, long lasting value and comfort. Today, Eastland's line of men's and women's footwear is specifically designed to meet the demands of daily life and weekend activities - where comfort, style, and function merge. At EastlandShoe.com, you'll find the company's complete line of footwear, including hard-to-find styles, sizes, widths, and colors not sold at local Eastland retailers.
About eGain®
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies 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.
eGain Service™ 7, the company's software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems
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: United States: 800-821-4358; UK and the rest of Europe: 1753-464646.
eGain media contact
Carey Godbee
Tel: 760/758-4406
Email: cgodbee@b3communications.com
Eastland Shoe contact
Joshua Klein
Tel: 207-865-6314
Email: joshuaklein@eastlandshoe.com
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Contact
eGain Communications
Jamie Abayan
650-230-7532
www.egain.com
Jamie Abayan
650-230-7532
www.egain.com
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