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eGain announces global alliance with Hitachi

Companies Sign Agreement to Jointly Provide Customer Service Solutions With Initial Focus on Japan and China

SUNNYVALE, CALIF. & TOKYO, JAPAN, October 31, 2002 – eGain Communications Corporation (Nasdaq: EGAN), a leading provider of knowledge-powered customer service software and services to the Global 2000, today announced a global alliance with Hitachi, Ltd. (TSE:6501 / NYSE:HIT). The companies signed a partnership agreement in September 2002 and will initially focus on the Japanese financial services market with plans to expand to China and other geographies in the future. Enterprise customers will benefit from a robust, high-ROI solution from the combination of Hitachi’s platform and systems integration expertise with eGain’s best-in-class multi-channel customer service software.

“We look forward to working with eGain, a recognized leader in multi-channel customer service, to help companies improve their service while reducing costs,” said Mr. Keiichiro Inaba, Department Manager of Financial Business Information Systems Planning of Hitachi. “eGain’s proven software and Hitachi’s deep systems integration and industry-specific domain expertise, will translate to maximized value for our clients.”

“As companies increasingly rely on differentiated customer service to sustain their business, we are continuing to see worldwide demand for our offerings,” said Gunjan Sinha, eGain’s President. “A strategic alliance with a leading systems integration partner such as Hitachi will provide us broader market reach, while assuring customer success.”

“The alliance combines best-in-class providers in customer service technologies and global systems integration,” said Mr. Nobuyuki Kuga, Regional Manager of eGain, Japan. “This will give added impetus to eGain’s already strong momentum in Japan.”

About Hitachi Corp.

Hitachi, Ltd., headquartered in Tokyo, Japan, is a leading global electronics company, with approximately 320,000 employees worldwide. Fiscal 2001 (ended March 31, 2002) consolidated sales totaled 7,994 billion yen ($60.1 billion). The company offers a wide range of systems, products and services in market sectors, including information systems, electronic devices, power and industrial systems, consumer products, materials and financial services.

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 or call the company’s offices – United States: (888) 603-4246; London: +44 (0) 1753 464646; or Sydney: +612 9492 5400.


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.


eGain Media Contact

Anand Subramaniam
eGain Communications
Tel: 408 212 3506