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Adapter available that integrates eGain’s solution for real time web customer service with Aspect enterprise contact server

Adapter enables contact centers to provide cost-effective integrated multichannel customer service

SUNNYVALE, Calif., Oct. 22, 2002 – eGain Communications Corporation (Nasdaq: EGAN), a leading provider of knowledge-powered customer service software and services for the Global 2000, today announced the availability of a new adapter in its eGain Call Center Bridge™ family of products. eGain Call Center Bridge 5.1 is the latest version of the adapter that provides out-of-the-box integration of eGain Live Web™, eGain’s software suite for real-time customer service and support over the Web, with the Aspect® Enterprise Contact Server. With this integration, contact centers that use eGain Live Web and the Aspect Enterprise Contact Server will be able to provide unified customer service across live Web interaction channels such as chat and co-browsing, and the phone.

eGain and leading business communications solutions provider Aspect Communications Corporation have partnered to enable multichannel contact centers for more than 30 joint customers. As enterprise contact centers add communication channels such as live Web collaboration and e-mail to the phone channel, the combined solution will allow them to further reduce operational costs, optimize usage of customer sales and service representatives across channels, and provide better customer service.

“eGain and Aspect joint customers have benefited from the integration of e-mail and telephone customer service for a long time,” said Promod Narang, eGain’s senior vice president of products and technologies. “This new integration of eGain Live Web with the Aspect Enterprise Contact Server will allow companies to take multichannel customer service to the next level.”

eGain is participating this week in eBiz 2002, the Aspect User Conference running Oct. 20-23 at the MGM Grand in Las Vegas.

About eGain Communications Corporation.

eGain (Nasdaq: EGAN – News) is a leading provider of software and services for the Global 2000 that enable knowledge-powered multi-channel customer service. Selected by 24 of the 50 largest global companies to transform their traditional call centers into multi-channel contact centers, eGain solutions measurably improve operational efficiency and customer retention — thus delivering a significant return on investment (ROI). eGain eService Enterprise — the company’s integrated software suite — includes applications for knowledge management, self-service, email management, Web collaboration and productized integrations with existing call center infrastructure and business systems.

Headquartered in Sunnyvale, Calif., eGain has an operating presence in 18 countries and serves over 800 enterprise customers on a worldwide basis — including ABN AMRO Bank, DaimlerChrysler, and Vodafone. To find out how eGain can help you gain customers and sustain relationships, please visit or call the company’s offices — United States: (888)603-4246


Trademarks: eGain, the eGain logo 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 their respective companies.

Aspect, the Aspect logo and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.

Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain’s plans, forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks include, but are not limited to, the challenging economic environment; the uncertainty of demand for eGain products; the anticipated customer benefits from eGain products; increased competition and technological changes in the markets in which eGain competes; eGain’s ability to manage its expenditures; and other risks detailed from time to time in the company’s filings with the Securities and Exchange Commission, including the company’s annual report on Form 10-K filed on September 28, 2001, and the company’s quarterly reports on Form 10-Q. eGain assumes no obligation to update these forward-looking statements.

Editorial Contact:

Anand Subramaniam
eGain Communications
Tel: 408 212 3506