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eGain Knowledge increases Virgin Mobile’s customer satisfaction

eGain Knowledge Management Software Continues Dominance of Telecom Marketplace

SUNNYVALE, CALIF. & SLOUGH, UK, September 24, 200 –> eGain Communications Corporation (Nasdaq: EGAN), a leading provider of eService software for the Global 2000, today announced that Virgin Mobile, the UK’s fifth largest mobile network, has selected its knowledge management software, eGain Knowledge, to support their 700 customer advisors at Virgin Mobile’s Trowbridge-based customer centre.

Virgin Mobile wanted to ensure its customer service advisors managed their customer calls in a consistent way. They also needed information to improve the resolution of calls at first point of contact, and reduce the need for repeat calls by the use of an intuitive knowledge base. Andrew Ralston, Virgin Mobile’s customer relationship director, revealed: “With the ever-increasing range of products and services Virgin Mobile is offering to the market, training overheads were also increasing and it was felt that agents needed more support. The eGain solution had a positive impact in all these areas within Virgin Mobile. We undertook a pilot with eGain that demonstrated a compelling ROI.”

“eGain Communications was chosen primarily because of its unrivalled experience in deploying knowledge management solutions within the telecoms marketplace,” continues Ralston. “eGain’s business insight and long term partnership approach, combined with the comprehensive product functionality we needed, made them the obvious choice.”

Virgin Mobile’s automation manager, Duncan Hall adds, “External customer feedback on calls where agents had eGain Knowledge support has been extremely positive.” Ralston agrees. “We see the enormous potential for the future use of this solution,” he says. “In the increasingly complex world of mobile phones, our agents are more confident in answering customers’ enquiries. In turn they provide a better service to our customers’.”

“Virgin Mobile’s Trowbridge customer centre is buzzing seven days a week,” explained Iain Case, eGain’s UK Sales and Marketing Director. “Their customer service advisors need information about the company’s multitude of products, services, offers and prices at their fingertips. We are sure that eGain Knowledge will allow every agent to effectively respond to customer enquiries and deliver an excellent customer service 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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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 the other eGain product and service names appearing in this release are trademarks or service marks, of eGain Communications Corp. All other company names and products are trademarks or registered trademarks of their respective companies.

Editorial Contacts

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

Graham Thatcher
MCC International Ltd
Tel: 44 1962 888 100
Email: graham.thatcher@mccint.com