Mountain View, CA (September 16, 2010) – eGain (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, today announced the next generation of eGain Social Experience Suite—a one-of-a-kind solution that empowers contact center agents and community managers to efficiently handle inquiries across all traditional and social channels. The new version includes a social-blended agent desktop, integration with Facebook to complement already available integrations with Twitter® and web search, and an innovative single-sourced knowledge publishing capability for proactive social engagement.
“Social in customer service is all about customer democracy—allowing customers to choose how, where and when they want to be serviced, and through which channel. There is a huge depth of knowledge in hosted communities where one contributor can support another through discussions in the forum in solving problems, or in general by giving advice. This social knowledge can then be harvested, repurposed and used to update the customer support knowledge base,” said Johan Jacobs, Research Director at Gartner, in the research note, “First Steps for Social CRM: The Gartner CRM Team’s Perspective,” dated July 20, 2010.
eGain Social Experience Suite consists of three offerings:
“The last thing businesses want is a high-visibility social interaction silo that is disconnected from the rest of the business,” said Ashu Roy, eGain Chairman and CEO. “Unlike alternatives, eGain Social seamlessly enhances a unified Customer Interaction Hub (CIH) strategy for consistent customer experience and branding across social and traditional channels.”
The new version of eGain Social Experience Suite and its individual components will be generally available in October 2010 and can be deployed in the cloud or on-site. Details of the solution are available at http://www.egain.com/products/social and http://www.egain.com/products/community.
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. 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 www.eGain.com 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 http://twitter.com/egain and Facebook at http://facebook.com/egain.
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