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eGain receives CRM excellence award from Customer Interaction Solutions magazine

eGain eService Enterprise™ Recognized as one of the “Best and the Brightest” Products in CRM

SUNNYVALE, CALIF., (July 15, 2002) — eGain Communications Corporation (Nasdaq: EGAN), a leading provider of eService software for the Global 2000, today announced that its eGain eService Enterprise™ (E3™) software suite received Customer Inter@ction Magazine’s CRM Excellence Award for 2002.

Judging was based on overall contributions to customer relationship management (CRM), with an emphasis on technological innovation, product feature sets, and the solution’s ability to promote mutually enriching relationships between customers and suppliers – relationships marked by loyalty, customer satisfaction and profitability.

eGain eService Enterprise is a comprehensive, integrated solution for increasing the productivity of phone-based call centers, and helping those centers evolve into multi-channel contact centers. Its modular components integrate eGain’s applications for knowledge management, inbound and outbound email management, four types of real-time Web collaboration (text chat, co-browsing, application sharing and online meetings) and the industry’s most complete offerings for Web-based self-service, including guided service and an innovative virtual agent capability.

“Our editors selected eGain Communications for their innovation and vision, as well as for the outstanding impression they’ve made in the market,” said Rich Tehrani, president and group editor-in-chief of Technology Marketing Corporation. “The CRM Excellence award is designed to honor companies with the best and the brightest products and services in customer relationship management. We are pleased to award eGain our highest honor in recognizing their exemplary contribution to the industry.”

About TMC and Customer Interaction Solutions magazine

TMC™ publishes a variety of industry-focused magazines, including Customer Inter@ction Solutions, Internet Telephony, Planet PDA Magazine, and BiometriTech Magazine. Following their industry focus, TMC also sponsors numerous conferences and workshops, including Communications Solutions Expo, Internet Telephony Conference and Expo, Planet PDA, and BiometriTech Conference and Expo. TMC Labs supports TMC publications with unbiased third-party product evaluations and reviews. For more information, visit

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 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:

Anne Carr
eGain Communications Corp.