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Spectrum Contact Services selects eGain to “Web-Enable” traditional phone-based customer support

Leading Outsourcer of Call Center Services Will Soon Offer Integrated Contact Center Services

DALLAS, Texas and SUNNYVALE, Calif., February 19, 2002 – Spectrum Contact Services, a global provider of contact and support services outsourcing, today announced it has broadened its capabilities by selecting eGain Communications (Nasdaq: EGAN) to deliver a full suite of eService solutions. Leveraging eGain’s award-winning products for high-volume e-mail management and live Web collaboration-eGain Mail, eGain Live and eGain Interact-Spectrum Contact Services will add Web-based customer service to its current offering of phone-based services. As a business unit of Software Spectrum (Nasdaq: SSPE), Spectrum Contact Services is among the early leaders of the trend to “Web-enable” call centers, expanding upon traditional phone-based customer support by offering e-mail and live Web assistance. Such “multi-channel” support enables Spectrum to deliver a full range of exceptional, consistent service levels to its clients’ customers.

“We selected eGain’s Web collaboration and e-mail management to enable our support representatives to enhance their speed, accuracy, efficiency, and productivity. It will promote first-call resolution when responding to customers’ questions,” said John R. Sprague, President, Spectrum Contact Services. “Our ability to provide integrated support will enable our clients’ customers to have a more fulfilling customer experience, and help our clients to retain their current customers and acquire new ones.”

Integrating eGain’s Web-based products with its existing technology will provide Spectrum Contact Services with the ability to support a virtually infinite number of customers at any time, from anywhere, and better understand its customers’ needs.

“We’re delighted to welcome Spectrum Contact Services to eGain’s long and growing list of satisfied customers,” said Gunjan Sinha, eGain’s President. “Our products provide the capability for live customer interaction and rapid resolution of customer inquiries. As enterprises leverage the Web, live interaction with customers is crucial to a successful business strategy. We’re pleased to support Spectrum Contact Services in delivering innovative, Web-based solutions to the market.”

eGain’s award-winning eService solutions enable companies to offer high-value assistance to online customers-whether through live Web interactions, prompt and targeted e-mail responses, or dynamic Web-based self-service. eGain’s comprehensive suite-eGain eService Enterprise-includes knowledge management, a self-service virtual agent, FAQ and service portal, inbound and outbound e-mail management, real- timeWeb collaboration (chat and escorted browsing), online form assistance, telephone callback, and voice-over Internet protocol (VoIP).

About Spectrum Contact Services

Spectrum Contact Services is a business unit of Software Spectrum, a global business-to-business software provider with sales locations, operations, and contact centers throughout North America, Europe, and Asia/Pacific. Software Spectrum provides enterprise software management and contact center solutions that help organizations increase business value from information technology.

About eGain Communications Corporation

eGain (Nasdaq: EGAN) is a leading provider of eService software. Selected by 24 of the largest global companies to transform their traditional call centers into multi-channel contact centers, eGain’s solutions measurably improve operational efficiency and customer retention, thus delivering a significant return on investment (ROI). eGain eService Enterprise-the company’s software suite-includes applications for e-mail management, Web collaboration and self-service, and enterprise-wide knowledge management. Headquartered in Sunnyvale, CA., eGain has an operating presence in 18 countries and serves close to 800 enterprise customers on a worldwide basis-including Vodafone, DaimlerChrysler, and ABN AMRO Bank. To find out how eGain can help you gain customers and sustain relationships, 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 eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks, of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective owners.

Press Contact:

Maxine Levy
Software Spectrum

eGain Communications Corp.
Anne Carr
(408) 331-7721