Mountain View, CA (January 27, 2009): eGain (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-premise or on-demand, announced today that its customer, Replacements, Ltd. is a finalist for the 2008 Stevie Awards. Replacements received accolades in the Best Use of Technology in Customer Service category for its implementation of eGain Service™, eGain’s top-rated* solution for customer service management.
The world’s largest supplier of old and new china, crystal, silver and collectibles, Replacements first implemented eGain Mail™ for email-based customer service. An industry-leading solution for email customer service management, eGain Mail is an integral part of the eGain Service suite for multichannel customer service. Since the initial deployment of the solution, the number of agents needed to answer email inquiries was reduced by more than 40 percent. While web channel sales have increased 220 percent, total web transactions to process have increased 240 percent, and service levels, which are measured internally, have averaged more than 99 percent.
“We receive more than 3 million visits per month at www.replacements.com. This channel has become the preferred method for initiating contact with us for a majority of our customers. This significant web traffic generates large volumes of inbound inquires,” said Jack Whitley, senior vice president of eCommerce at Replacements. “Our highest priority is to effectively handle growing email volumes and continuously improve customer service levels while increasing agent productivity and reducing costs. eGain’s solution has helped us achieve these goals at every stage of our growth on the web. We are honored to be selected as a finalist in the Stevie Awards.”
The awards are presented by the Stevie® Awards, which organizes several of the world’s leading business awards shows including the prestigious American Business Awards. Members of the Awards’ Board of Distinguished Judges & Advisors and their staffs will select Stevie Award winners, who will be announced during the 2009 Stevie Awards Gala in Las Vegas, Nevada. Finalists were chosen by business professionals worldwide during preliminary judging.
“Replacements’ accomplishments exemplify the transformational business value that we add to contact centers, e-business operations and customer service organizations,” said Ashu Roy, Chairman and CEO of eGain. “We congratulate Replacements on this prestigious recognition.”
Rated #1 in “current offering,” “customer service” product capabilities, “architecture and platform,” “product strategy,” “cost,” and “employees” in the October 2008 report, “The Forrester Wave™: Customer Service Software Solutions, Q4 2008”
Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, The Stevie Awards for Women in Business, and The Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at www.stevieawards.com.
Sponsors of the third annual Stevie Awards for Sales & Customer Service include John Hancock Mutual Funds, Sales Partnerships, and ValueSelling Associates.
Founded by Bob Page in 1981, Replacements, Ltd. carries the world’s largest selection of old and new china, crystal, silver and collectibles. The company’s 415,000 square foot facilities house an inventory of more than 13 million pieces from over 300,000 patterns. Headquartered in Greensboro, N.C., Replacements, Ltd. serves nearly ten million customers worldwide.
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for in-house or on-demand deployment. For over a decade, hundreds of world’s largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel Customer Interaction Hubs (CIH). Based on the Power of One™—the concept of one unified platform for customer interaction and knowledge management—eGain solutions help improve customer experience, optimize end-to-end service process, increase sales, and enhance contact center performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).
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 the respective companies.
eGain media contact:
Lisa Conklin, Public Relations Manager
Phone: 800-737-5223 ext. 2552