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eGain positioned in the “Leaders” quadrant of the Magic Quadrant for CRM Web Customer Service Applications

Evaluation based on completeness of vision and ability to execute

Sunnyvale, CA (February 11, 2013): eGain (NASDAQ: EGAN), the leading cloud provider of multichannel customer engagement solutions, today announced that it has been positioned by Gartner, Inc. in the “Leaders” quadrant of the 2013 “Magic Quadrant for CRM Web Customer Service Applications.”

This report is available to Gartner clients only. Please visit Gartner.com and log in to download.

eGain positioned in the “Leaders” quadrant of the Magic Quadrant for CRM Web Customer Service Applications

Johan Jacobs, Research Director at Gartner and author of the report, writes, “Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. Clients report that these vendors deliver a high level of value and return on their commitment.” He adds, “The development team has a clear vision of the implications of business rules and the impact of Web customer service on customer service requirements. A characteristic of a Leader is that clients look to the vendor for clues as to how to innovate in customer service.  When asked, their clients reply that this product has affected the organization’s competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich Web customer service suites in which a knowledgebase solution is part of the integrated offering and can be deployed and supported globally, and have at least six of the eight Web customer service framework components supported as an OEM solution.”

“We are delighted to be in the Leaders quadrant,” said Ashu Roy, eGain CEO. “We are very excited at the prospect of powering even more innovative and ambitious online customer engagement strategies.”

eGain offers a comprehensive solution for multichannel customer engagement. Modular applications, built on a common platform, enable businesses to orchestrate delightful customer journeys across web, social, and phone channels. To view a sample journey that eGain enables, visit http://www.egain.com/products

About Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About eGain

eGain (NASDAQ: EGAN) is a leading provider of cloud customer engagement solutions. Trusted by leading brands, eGain solutions help design and deliver smart, connected customer journeys across social, mobile, web, and contact centers.

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 the company’s offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

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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

Maya Pattison
SS|PR
781-894-1739
mpattison@sspr.com