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eGain builds momentum in Germany with new german language offering, partnerships, customers

eGain builds momentum in Germany with new german language offering, partnerships, customers

SUNNYVALE, CALIFORNIA and DÜSSELDORF, GERMANY, February 27, 2002 —eGain Communications Corporation (NASDAQ: EGAN), a global provider of eService software, today announced the release of a German language version of eGain Live™, the company’s popular solution for handling Web-based customer interactions via real-time text chat and co-browsing. The new product complements the German-language versions of eGain Mail and eGain Knowledge, rounding out a multi-channel eService solution for the German market.

eGain also announced new partnerships with two German call center companies and several new customers reflecting the company’s growing international momentum. In contrast to eGain’s competitors, many of which have scaled back their international efforts, eGain has gained ground, with 30% of its sales outside the U.S., in contrast to an average of 22% for other eService companies.

eGain’s presence in Germany is particularly significant, as it is the European Economic Community’s largest national market, with a gross domestic product of $1.6 trillion, a population of 83 million, and 29 million Internet users. With the promise of being able to improve service while reducing cost, eGain is betting that their eService solutions have appeal and applicability that will be as useful in Middle Europe as they are in the American Midwest.

To help build momentum, eGain will leverage its partnership with Aspect Communications, a leading vendor of call center hardware and software, to offer integrated contact center solutions for the German market. eGain will also partner with Contakt, one of Germany’s most successful providers of outsourced call center management. As with the trend in English-speaking customer communications, one of the biggest growth areas in customer service is integrating existing call center processes with Web-based customer interactions

eGain already has built the foundation of a German franchise, with customers that include Deutsche Telecom, Deutsche Bank, SEB Bank, Daimler Chrysler and Epson Europe. New eGain customers in the German market include Bayer AG, the well-known health care and chemicals group; Ineas, an online provider of insurance currently operating in Germany, The Netherlands, Belgium, and France; and Victoria Insurance, one of the largest insurance companies in Germany.

“We have launched an aggressive marketing and sales campaign, and we expect to be an important player as Internet usage grows within German society, as well as in Austria and Switzerland,” said Frank Dittmar, eGain’s recently-appointed country manager for Germany, Austria, and Switzerland. “More and more companies need to cost-effectively manage interactions with their German-speaking customers, and we are there to help them achieve success.”

To serve the German market, eGain has opened a new office in Dusseldorf, located at:

eGain Communications GmbH
Garather Schlossallee 19
D-40595 Düsseldorf
Phone: +49 (0)211 9708 110
Fax: +49 (0)211 9708 202
Sales: 0700 34567893
Email: deinfo@egain.com

About eGain Communications Corporation

eGain (Nasdaq: EGAN) is a leading provider of eService software. Selected by 24 of the 50 largest global companies to improve phone and Web-based customer service, eGain solutions increase service efficiency and customer retention – thus delivering a significant return on investment (ROI). eGain eService Enterprise – the company’s integrated software suite – includes applications for email management, Web collaboration and self-service, and enterprise-wide knowledge management. eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide – including Vodafone, DaimlerChrysler, and ABN AMRO Bank. To learn more about eGain, 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, Germany: +49 (0)211 9708 110.

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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.

Note: eGain is a registered trademark, and eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks, of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective owners.

Press Contact:

Graham Thatcher
MCC International
+44 (0)1962 888100
graham.thatcher@mccint.com

eGain Communications Corp.
Anne Carr
(408) 331-7721
acarr@eGain.com