SUNNYVALE, CALIF, May 13, 2002 — eGain Communications (NASDAQ: EGAN) has announced its entry into the thriving Indian contact center market with a contract to supply eGain software to TransWorks, a global provider of integrated voice and Internet-based customer interaction services. TransWorks has selected eGain Mail to power its email management services, citing the product’s scalability for very high-volume email management. eGain will support TransWorks from its Pune, India operation, drawing upon a team that now spans product development, sales, professional services, hosting services and support.
“eGain Mail has allowed us to streamline and better define MailWorks, our e-mail management service offering. We now answer more emails per agent with increased accuracy and responsiveness,” said Nirav Sampat, technology director at TransWorks.
As an outsourcer of customer relationship management (CRM) services, TransWorks leverages India’s large English-speaking population to offer cost-effective customer contact services to transnational companies. With 24/7 operations, and offices in India, the United States and Australia, TransWorks needed a high-volume email management system that could easily support global operations.
An award-winning email management system, eGain Mail offers sophisticated workflow, routing, issue tracking and intelligent auto-response and auto-suggest tools, enabling service agents to quickly and accurately respond to email and Web-form inquiries. 100% Web-based and highly scalable, eGain Mail simplifies multi-site management and administration, and has been stress-tested to handle up to 20,000 emails an hour.
eGain Mail can thus easily support very high-volume contact management across geographically dispersed offices, enabling TransWorks to leverage their global operations to support companies throughout the United States, United Kingdom and the Asia-Pacific region.
Such global operations are a hallmark of the booming Indian contact center market. According to market researcher Frost & Sullivan, India is the fastest growing market for contact centers in the Asia-Pacific region. The region is projected to generate revenues of US $17 billion in IT-enabled services over the next eight years. By expanding their Indian product development operation to support sales and service, eGain is poised to claim a share of India’s huge contact center opportunity.
“eGain has grown its Indian office from a small R&D effort into a fully-staffed operations team,” said Nitin Shimpi, director of eGain India. “We are thrilled to welcome TransWorks to eGain’s list of Global 2000 customers, and are committed to providing exceptional support and service to the Indian market.”
TransWorks is one of India’s leading outsourcing companies operating in the Customer Relationship Management (CRM) and Business Process Outsourcing (BPO) space. TransWorks provides a complete blend of CRM services – inbound customer service, including technical support, email/web-chat support, and outbound telemarketing to Fortune 500 companies. TransWorks’ BPO services include transaction processing, financial accounting and human resource (HR) related services that support customers 24 hours a day, seven days a week. TransWorks provides infrastructure, staffing, systems, training, quality assurance and operations management for end-to-end outsourced services. It is the first contact center to complete the baseline assessment in pursuit of the COPC certification. TransWorks has offices and operations in Mumbai, India; Omaha, NE and Sunnyvale, CA.
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 www.eGain.com 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.Media contact:
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