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CompuCom powers omnichannel service with eGain

Sunnyvale, CA (June 17, 2015): eGain (NASDAQ: EGAN) announced today that CompuCom Systems, Inc., a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies, has implemented eGain for Cisco SolutionsPlus™ as the technology platform to power outsourced omnichannel—or multichannel—customer service for its business clients.

The first phase of the implementation includes email, chat and contextual offers, integrated with Cisco Unified Contact Center Enterprise™. This unified “omni-agent” desktop makes it easy for customers of CompuCom’s clients to get service through their channel of choice. The second phase will add cobrowsing, click-to-call, and social customer engagement to the solution.

As part of its strategy to extend market leadership, CompuCom is transforming its ITO service desk offering to provide an expanded “customer care” contact center. Highlights include:

  • Connected, contextual experiences for service desk users and contact center customers across phone, email, chat, offers including proactive chat, click-to-call, cobrowse, and social channels.
  • Improved agent productivity with an integrated phone and digital desktop, powered by Cisco Unified Contact Center Enterprise and eGain for Cisco SolutionsPlus.
  • Improved service and sales conversion with rich, real-time collaboration.

CompuCom selected eGain for its best-in-class customer engagement capability and its deep integration with Cisco’s call center infrastructure. Other providers required expensive and time-consuming customization to deliver equivalent capability.

“We want to differentiate our overall customer service experience with innovative omnichannel services,” said Bill Miller, Portfolio Vice President at CompuCom. “eGain for Cisco SolutionsPlus is an ideal platform to rapidly build and scale these capabilities across our growing client base.”

The only enterprise-class solution of its kind, eGain for Cisco SolutionsPlus seamlessly combines Cisco’s best-in-class call center infrastructure with eGain’s knowledge-guided customer engagement platform. “Today’s digitally savvy customers demand convenience above all,” said Ashu Roy, eGain CEO. “We are delighted to partner with Cisco to power CompuCom’s innovative offering.”

About CompuCom

Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow, and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit www.compucom.com. CompuCom is a registered trademark of CompuCom Systems, Inc.

About eGain

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain software, visit http://www.egain.com/products/

Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain 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

Meenakshi Sharma
eGain
408-636-4505
press@egain.com

CompuCom media contact

Jay Roberts
Roberts Buchanan, Inc.
212-924-2582
jay@robertsbuchanan.com