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New worldwide alliance between eGain & NS solutions enables revolutionary eGovernment initiative in Japan

NS Solutions Selects eGain Software to Connect Local Governments & Citizens; Harnesses Internet for Municipal Operations & Citizen Services

SUNNYVALE, CALIF., September 30, 2002 – eGain Communications Corporation (NASDAQ: EGAN), a leading provider of knowledge-powered customer service software for the Global 2000, today announced a worldwide alliance with NS Solutions Corporation, one of Japan’s leading system integrators. As part of their e-government initiative in Japan, NS Solutions will sell and support eGain’s software within its IT Infrastructure Solution called “e-Japan”, a package of technology products and services that enables Japan’s municipal governments to harness the power of the Internet for optimizing municipal operations and providing citizen services.

eGain Assistant™, is the first eGain product to become part of NS Solutions’ e-Japan bundle, reflecting the popularity of online “virtual agents” in Japan. eGain Assistant allows citizens to pose questions to an online virtual agent regarding municipal services in a natural language format, and receive instant answers. NS Solutions will also offer eGain Mail for email management, eGain Live for real-time customer service via Web collaboration, and eGain Knowledge for guided Web self-service.

“The need for our offering has been well-established and with eGain’s broad and deep solution that includes new and increasingly popular interaction methods such as Web collaboration for real-time customer service and online virtual agents, we are able to offer an array of interaction options to citizens,” said Eiji Kawamura, Senior Manager at NS Solutions. “This will allow municipalities to effectively serve not only mainstream customers but also citizens with special needs such as the elderly or the disabled, seeking assistance on various matters.”

Although many Japanese municipalities have already invested in intranets for employee services and optimization of internal operations, the e-Japan offering, for the first time, enables local governments to provide easy and convenient access to citizen services via the Web. Thus, if citizens have questions about road construction, sanitation, school hours, taxes, traffic or water supply, they can choose a variety of channels for contacting their local governments: the Internet (email, real-time chat or Web self-service), and the phone including traditional phones, wireless devices and Web-enabled phones such as Japan’s popular I-mode. As one of the most wired countries on the planet and home to the world’s highest concentration of cell phones, Japan’s local communities and citizens are uniquely suited to take advantage of e-government initiatives.

NS Solutions estimates that Japan’s medium-sized cities and municipalities are natural prospects for their IT services, and targets working with 30% of the locales with a population of 100,000 or less. The company has already deployed solutions in Tokyo, Hokkaido and Kyushu, generating considerable publicity with its first-of-a-kind offering that addresses the unique needs of local government services such as library search and reservation of access to public facilities.

Also included in the e-Japan bundle is a customizable template for creating municipal extranets, through which government entities can quickly implement Web-based citizen services. The template includes options for capturing data from various sources such as online forms, designing employee workflows, as well as integration with existing business systems.

Pricing and availability

The e-Japan IT Infrastructure Solution is available now from NS Solutions , and is priced from US $300,000 to $500,000 per local government entity, depending on the software and services selected. The solution uses modern architectures and supports industry standards, enabling cost-effective evolution of the system including re-design and upgrades.


About NS Solutions

NS Solutions, part of the Nippon Steel Group, is a leading systems integrator that provides IT solutions to a broad array of industries in addition to the financial markets and the government. Systems infrastructure solutions that include database construction and networking services, e-commerce solutions and outsourcing services are among NS Solutions’ key offerings. NS Solutions was formed in April 2001 through the merger of the Electronics and Information Systems Division of Nippon Steel Corporation and Nippon Steel Information and Communication Systems Inc.

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, 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.

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 may be trademarks or registered trademarks of their respective companies.

Editorial Contact:

Anand Subramaniam
eGain Communications
Tel: 408 212 3506