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Global Association of Accountants uses eGain to deliver exam results to more than 50,000 students

The Association of Chartered Certified Accountants (ACCA) Expands Investment in eGain eService Enterprise

LONDON (Slough), United Kingdom, March 12, 2002 — eGain Communications Corporation (NASDAQ: EGAN), a global provider of eService software, today announced that the Association of Chartered Certified Accountants (ACCA), the largest global professional association for accountants, has further invested in eGain’s eService Enterprise software suite. With nearly 300,000 members and students across 160 countries, the ACCA has begun using eGain Campaign, a high-volume, outbound email solution, to distribute exam results and conduct direct marketing strategies via email. By using eGain Campaign for outbound mailings, integrated with their existing deployment of eGain Mail for inbound email, the ACCA is able to improve customer service to its global members and students.

ACCA’s initial investment in online service came in mid-2000 when a team was formed to answer email inquiries using eGain Mail. The system enables these users to track and respond to an average of 10,000 inbound email communications per month, enquiring about matters such as ACCA’s various qualifications, the cost of courses and subscriptions, examination rules, and dates and changes of address.

Having established email as an effective means for interaction with clients, ACCA decided to take on the complicated and time-sensitive process of sending out exam results to its students after each twice yearly examination session, as well as providing secure individual access on its web site. The first ‘campaign’ to send exam results went out to 37,000 students and was a great success. The second, just completed, has expanded to include exam results for more than 50,000 students.

“Time is critical when issuing exam results. Our students depend on their results to determine their next level of study or career choice. Email is the fastest and most efficient method of communicating these results to our students around the world, many of whom used to have to wait weeks for often unreliable postal services” said Ross Midgley, the finance and IT director at ACCA.

To meet its high standards of customer service, ACCA required a powerful in-house solution. eGain Campaign was the preferred choice: “We chose eGain for its ability to deliver quality outbound email, as well as integration with our inbound eGain Mail system. When dealing with students’ exam results, all interaction – outbound and inbound – must be 100% accurate and highly personalized. There is no margin for error,” said Midgley. “Also, eGain’s web-based architecture provides ease of maintenance and upgrade — no software is installed on the user’s desktop, and at our end, since a standard web browser is all that is needed to access the eGain system, we only needed an implementation at one of our UK sites.”

According to Ryan Rosenberg, vice president of international marketing at eGain, ACCA is a great role model: “Professional organizations and examining bodies around the world should look to the example being set by ACCA. By adopting the online customer service technology and best practices implemented by many of the largest global corporations, ACCA is able to achieve high standards for the exam results process, ensuring that the right student receives the right results, every time.”

Building on the success of the exam distribution project, ACCA has since expanded the use of eGain Campaign to inform clients about training courses, publications, and events and to send out newsletters and reminders.

Midgley concluded, “Internet customer service has tremendous potential for ACCA and we will continue to expand and enhance our online customer service capabilities. eGain has been a good choice of partner because all its solutions are part of a Web-based eService suite which is capable of meeting our future needs.”

About ACCA

The Association of Chartered Certified Accountants (ACCA) is the largest global professional accountancy body, with nearly 300,000 members and students in 160 countries. ACCA’s headquarters are in London and has an extensive network of over 60 staffed offices and other centres around the world.

ACCA’s mission is to provide quality professional opportunities to people of ability and application, be a leader in the development of the global accountancy profession, promote the highest ethical and governance standards, work in the public interest and be a leader in the knowledge-based profession of the 21st century.

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.


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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Editorial Contacts:

eGain Communications Corp.
Anne Carr

MCC International Ltd
Graham Thatcher or Juliette Doel
Tel: 44 (0) 1962 888 100