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eGain introduces all-in-one search for radically better customer self-service experience and contact center productivity

eGain Multisearch technology combines federated search, multi-access navigation, and multi-process expertise behind simple search box

Mountain View, California (December 07, 2010): eGain (NASDAQ: EGAN),  the leading provider of cloud and on-site customer interaction hub software, today announced the immediate availability of eGain Multisearch, a unique, all-in-one search technology for web self-service and the multichannel contact center. Embedded in the eGain SelfService™ and eGain KnowledgeAgent™ products, eGain Multisearch delivers unprecedented ease of navigation, superior content findability, and result relevance, while improving contact center productivity and best-practice compliance. With this innovative capability, eGain SelfService and eGain KnowledgeAgent become the most comprehensive solutions in the industry for customer service knowledge management.

Key capabilities of eGain Multisearch include:

  • Multi-access behind a simple search box: eGain Multisearch puts the combined power of the industry’s broadest set of knowledge access methods—keyword, metadata, natural language and intent-based search, question-matched search, and CBR-guided help (Case-Based Reasoning) behind a simple search box. The multifaceted, multi-path, blended navigation for answers helps reduce unproductive searches. Where the advanced version of eGain SelfService is implemented, search with a virtual assistant interface is also included as a seamless option.
  • Multi-sourced content: To further increase findability of answers, eGain Multisearch seamlessly federates and presents search results across website, contact center, enterprise, community, and social content.
  • Multichannel consistency: The underlying multichannel customer interaction hub platform, eGain OpenCIH™, ensures that contact center portion of the federated content is consistent across customer interaction channels.
  • Multi-role access: Access to search methods can be controlled by role or user. For instance, agents that are new or work in highly regulated industries can be made to follow a consistent, compliant search and interactive process.
  • Multi-process expertise: Today’s contact center agents are expected to handle process-intensive customer queries such as product selection, diagnostics and resolution, contextual cross-sell and up-sell, providing sales quotes, etc. in a way that is compliant with industry regulations and best practices.

“Knowledgebase self-service for customers and contact center agents is an essential component of any best-practice customer service framework,” said Johan Jacobs, Research Director at Gartner. “Multiple search methods to find answers in an array of content sources—such as corporate knowledge, agent knowledge, social knowledge, hosted community knowledge, partner knowledge and online public knowledge—will improve the relevance of search responses dramatically.”

“eGain Multisearch turbocharges the simple search box with intelligent navigation and sophisticated retrieval technologies,” said Ashu Roy, Chairman and CEO for eGain. “Building on eGain’s Knowledge Management success, it will further help relieve search burden for customers and agents alike.”

Details of eGain Multisearch, eGain SelfService, and eGain KnowledgeAgent are available at:

About eGain Communications Corporation

eGain (NASDAQ: EGAN) 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.

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 contacts:

eGain
Phone: 408-636-4505
Email: press@egain.com

Kristin Miller
SS|PR
719-634-8292
kmiller@sspr.com