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eGain offers new, zero-risk Solution-as-a-Service delivery model

SLaaS edition of eGain® SelfService™ available immediately in the US and Canada

Mountain View, CA (March 10, 2009): eGain Communications Corporation (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-site and on-demand, today introduced a new offering called Solution-as-a-Service (SLaaS). A breakthrough in the delivery of software and related services, SLaaS makes it easy for companies to acquire and adopt customer service software. It goes beyond Software-as-a-Service (SaaS) and on-premise deployments, virtually eliminating all barriers to adoption.

First in line is eGain® SelfService™, SLaaS Edition. Available immediately in the US and Canada, the solution provides organizations a risk-free way to rapidly deploy the industry’s most comprehensive web self-service software.

Radical advance in software delivery model

“Solution-as-a-Service (SLaaS) is a unique combination of value-based pricing with hosted software and bundled services on tap,” said Johan Jacobs, Research Director at Gartner. “SLaaS has the potential to transform enterprise software adoption in a tough economic climate.”

“There’s a shift in vendor platforms from client/server to the SaaS platform. Organizations must balance time-to-market, time-to-value, upfront and ongoing costs, and integration and optimization with internal legacy systems,” writes Dr. Natalie L. Petouhoff, Ph.D., Senior Analyst at Forrester, in the October 2008 report “The Forrester Wave™: Customer Service Software Solutions, Q4 2008.”

SLaaS takes SaaS to the next level. In addition to proven SaaS benefits, SLaaS offers the flexibility of no long-term contract or minimum monthly payment. It includes the added benefit of a best-practice solution implementation at no charge. SLaaS eliminates common adoption barriers, which are:

  • Upfront investment
  • Future lock-in
  • Risk of failure
  • Protracted time-to-value
  • Pay for non-use

Unprecedented choice of self-service options

The need to control costs while meeting customer expectations of “always-on” service has made web self-service a priority for most businesses. However, a one-size-fits-all approach to web self-service does not work. Companies are finding that they need to provide multiple ways to access information based on query type, user type, and customer lifecycle to boost user adoption and maximize ROI. With eGain SelfService, SLaaS Edition, organizations get to choose from the industry’s most comprehensive set of self-service interaction options. These options include chatbot, dynamic and contextual FAQs, search, browse, guided help, and escalation to call, chat, or email.

No-fuss, rapid, best-practice deployments

The SLaaS edition of eGain SelfService offers best-practice deployments derived from years of co-innovation with leading companies worldwide. As part of this service, eGain will do the following:

  • Host the eGain SelfService software
  • Design, implement, and manage:
    • Processes related to content and customer interactions.
    • Self-service interaction options.
    • A common knowledge base for all self-service options, with 50 articles (or guided help Q&A)
    • Provide self-service usage reports.

No value, no payment 

“The SLaaS edition of eGain SelfService is a risk-free way to deploy technology with dramatic ROI,” said Ashu Roy, Chairman and CEO of eGain. “Businesses get a rich, proven self-service solution for which they pay absolutely nothing unless they get the guaranteed value.”

The solution has a 100% value-based pricing, determined by the number of user sessions conducted:

  • 1 – 9,999 sessions per month: $0.15 per session
  • 10,000 – 49,999 sessions per month: $0.13 per session
  • 50,000+ sessions per month: $0.10 per session

Immediate availability in the U.S. and Canada

eGain SelfService, SLaaS Edition is available for qualified businesses in the US and Canada immediately. To start the qualification process, businesses can submit details through the form at http://www.egain.com/SLaaS.

About eGain

eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of the 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 (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in North America, EMEA, and APAC. To find out more about eGain, 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).

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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.

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eGain media contact:

Connie Pheng
Phone: 650-230-7449
Email: pr@egain.com