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Reward Program Expands Use of eGain’s Email Management Solution to Support Customer Care Services

Mountain View, California (August 12, 2009): eGain (NASDAQ: EGAN),  the leading provider of multichannel customer service and knowledge management software, on-site and on-demand, announced today that the Canadian AIR MILES Reward Program extended its current use of the on-demand edition of eGain® Mail™, the industry’s top-rated solution for customer service email management.

An eGain client for almost a decade, the reward program uses eGain Mail OnDemand to support a growing customer base and increasing customer care initiatives.

Rated #1 five years in a row*, eGain Mail enables contact centers to intelligently route incoming emails and process them effectively, efficiently, and consistently. Key capabilities include categorization, auto-suggestions, auto-responses, secure messaging, multi-language support, agent knowledge base, extended task management, comprehensive reporting, workflow for regulatory compliance and quality control, and out-of-the-box integrations with leading CTI and business systems.

“Today’s digital consumer increasingly uses electronic channels such as email, chat, SMS, and web self-service to get customer service,” said Ashu Roy, Chairman and CEO of eGain. “Our solutions will enable the Canadian loyalty program to scale their eService capabilities to support their customer-base.”

*2004 Forrester TechRankings, 2005-2008 Forrester Wave ratings on eService and interaction-centric customer service management

About eGain Mail

Proven in on-site and on-demand deployments for over a decade, eGain Mail is an integral part of eGain® Service™, the industry’s top-rated customer service software for rapidly building unified multichannel customer interaction hubs. These hubs dramatically reduce customer interaction costs and enhance customer experience, service quality and contact center efficiencies.

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About eGain

eGain (NASDAQ: EGAN) 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 operating presence in North America, EMEA and APAC. To learn more about us, visit or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at @eGain ( and Facebook at (

eGain media contact:

Connie Pheng
Phone: 650-230-7449