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eGain announces increased emphasis on Global Operating Model

Operational Changes Geared for Sustained Innovation and Greater Efficiencies

SUNNYVALE, Calif. (September 18, 2002): eGain Communications Corporation (Nasdaq: EGAN), a leading provider of eService software for the Global 2000, today announced an increased emphasis on its Global Operating Model that will allow the company to maintain its R&D investment while driving greater operational efficiencies across business functions.

“The current economic situation has severely impacted software vendors’ research and development budgets,” said Esteban Kolsky, CRM analyst at Gartner Group. “Organizations striving to find ways to maintain or increase their investment in this environment are leveraging global cost structures and talent, reallocating head count and re-prioritizing spending. Those organizations that can succeed in preserving innovation in a downturn will be better positioned when the situation improves.”

“With our unique and mature Global Operating Model, we’ll be able to exploit global synergies, talent and cost structures across eGain’s lines of business,” said Ashu Roy, CEO of eGain. “Furthermore, this model will enable enterprises to leverage eGain’s proven off-shore capabilities for services such as product development and hosted operations.”

In line with this strategy, key eGain executives will take on new or expanded global roles:

  • Arnold Adriaanse, Senior VP of Sales, now manages the global business consulting group, in addition to global sales. Arnold is an industry veteran with over 25 years of experience of sales and marketing experience from companies such as Aspect Communications, Novell and Oracle Corporation.
  • Promod Narang leads the combined global product development, professional services and support organization. Promod has over two decades of experience in managing and developing software products and services with leading companies like IBM, Sharebase and Silvar-Lisco. Over the last three years, Promod has been instrumental in bringing to market eGain’s eService solutions that have been rated as visionary by leading industry analysts.
  • Anand Subramaniam now manages both corporate and product marketing. In this expanded role, Anand will drive eGain’s marketing effectiveness and efficiencies by leveraging eGain’s Global Operating Model. Anand brings marketing best practices based on 15 years of experience from leading companies such as Oracle, Lotus, Intel and Autodesk.

The company also announced the following:

  • Larry Ruth has been promoted to VP of North American Sales, managing sales across all of North America. Previously, Larry managed Central Region Sales for eGain and brings 15 years of enterprise sales, sales management and marketing experience from Aspect Communications, Fujitsu and Memorex Telex.
  • Anurag Juneja reports to Promod in an expanded role. As the Head of Professional Services, Anurag now manages eGain’s support services, implementation consulting, hosted services, education and training. Anurag previously managed eGain’s quality assurance, support and hosted services, and brings over eight years of software development and QA experience.

About eGain Communications Corporation

eGain (Nasdaq: EGAN) 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, visit http://www.eGain.com or call (888) 603-4246.

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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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For further information, contact:

Anand Subramaniam
for eGain Communications
Phone: 408-212-3448
Email: pr@eGain.com