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eGain announces availability of cross-channel integration solution providing unprecedented flexibility in optimizing the use of blended agents

eGain Call Center Bridge 5.0 Provides Industry-First Capabilities That Improve Productivity of Blended Agents and Service Level Management At Reduced Cost of Ownership

Sunnyvale, California – October 28, 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 eGain’s Call Center Bridge 5.0 that provides unprecedented flexibility to call center managers in optimizing the use of channel-blended agents across the phone and live Web channels.

eGain Call Center Bridge 5.0 provides out-of-the-box integration of call center infrastructure components such as ACDs (Automatic Call Distribution) and switches with eGain Live Web™ , the industry’s most complete solution for real-time customer service and support via “live” web interaction modes such as chat and co-browsing. Together, eGain Call Center Bridge and eGain Live Web are the first solution in the industry to provide call center managers the choice of ACD-based centralized routing and reporting for web-phone blended queues, or ACD routing and reporting for phone queues and eGain-enabled routing and reporting for live web queues. This flexibility allows call center managers to allocate blended agents more efficiently across these channels.

“eGain’s Call Center Bridge has enabled the King County Library System to maximize the effectiveness and efficiency of our Answer Line staff by having them receive both phone and live chat calls at a single site location,” said Barbara Pitney of King County Library Systems. “The Call Center Bridge has also allowed us to expand our live chat service from 12 hours per week to 74 hours per week.” “As multi-channel customer service has become an imperative, contact centers are increasingly using blended agents,” said Promod Narang, SVP of Products and Technologies for eGain. “eGain Call Center Bridge 5.0 takes management of blended agents to the next level, maximizing contact center performance and improving service levels at reduced cost of ownership.”

As demand for phone or web-based assisted service fluctuates, contact center managers need to be able to flexibly deploy blended agents across these channels. This deployment also needs to mesh with the channel-specific service objectives of the organization. For example:

  • Managers may want to make the wait times longer for the phone versus chat, in order to motivate customers to use chat. In this case, the manager would look at the queue depth and the average interaction times for each channel, and allocate agents in a way to make the chat wait times shorter
  • Managers may choose to deploy all or most of the blended agents on the most desired channel, if the queue depth on any given channel is significantly greater than the others
  • Managers may want to treat phone calls and live Web contacts the same way. eGain Call Center Bridge supports this approach as well, by allowing managers to leverage centralized ACD routing and reporting. Furthermore, this approach eliminates the need for agents to monitor multiple queues, and makes the blended transition easier for agents that are more accustomed to the phone paradigm.

Moreover, eGain’s web chat solution is the first in the industry that allows contact center managers to deploy each agent across multiple concurrent chat sessions, further improving contact center efficiency. Additionally, the out-of-the-box integration of eGain Call Center Bridge with call center telephony means reduced cost of ownership.

Packaging and Availability

  • eGain Call Center Bridge 5.0 is available for Nortel, Avaya, Aspect and NEC switches, with support of others to follow.
  • eGain Live Web is available as a complete suite or as individual products: eGain Live™ for text chat and basic co-browsing, eGain Interact™ for advanced co-browsing, eGain Control™ for remote diagnostics and repair, and eGain Meeting™ for online meetings.

 

About eGain Communications Corporation

eGain (Nasdaq: EGAN – News) is a leading provider of software and services that enable knowledge-powered multi-channel customer service. Selected by 24 of the 50 largest global companies to transform their traditional call centers into knowledge-powered multi-channel contact centers, eGain solutions measurably improve operational efficiency and customer retention, delivering a significant ROI. eGain eService Enterprise, the company’s software suite, also available as a hosted service, includes applications for knowledge management, web self-service, email management, and web collaboration, as well as certified integrations with existing call center infrastructure and business systems. Additionally, eGain offers a comprehensive set of professional services including business consulting, implementation services, 24×7 support, education, and training.

Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide, including ABN AMRO, DaimlerChrysler, and Vodafone. To find out how eGain can help you leverage customer service for competitive advantage, please visit http://www.eGain.com or call the company’s offices – United States: (888) 603-4246; London: +44 (0) 1753 464646; or Sydney: +612 9492 5400.

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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.

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.

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Media Contact

Anand Subramaniam
eGain Communications
Tel: 408 212 3506
Email: pr@egain.com

Barbara Pitney
King County Library System
Tel: 425 450 1764
bpitney@kcls.org