Mountain View, CA (October 5, 2010): eGain (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, today announced that eGain® Social™ has been named to KMWorld Magazine’s list of Trend-Setting Products for 2010.
Products selected for this eighth annual edition of the list exemplify the spirit of innovation required to provide customers with the tools and capabilities needed to grow and thrive in today’s economy. Hugh McKellar, KMWorld’s Editor-in-Chief, added, “Trendsetting solutions are chosen by a distinguished panel of editorial experts, analysts, systems integrators, vendors, line-of-business managers and users. The products selected all demonstrate clearly identifiable technology breakthroughs that serve the vendors’ full spectrum of constituencies, especially their customers.”
“Customers increasingly live on social networks more than anywhere else on the web,” said Ashu Roy, CEO and co-founder of eGain. “eGain’s comprehensive social experience management solutions ensure that customer conversations are seamlessly handled across traditional and social media.”
eGain® Social enables businesses to listen to conversations on social networks such as Facebook® and Twitter® for customer queries, analyze and route them intelligently, and post a response. The solution also includes analytics and the ability to move a potentially explosive social conversation to a more private interaction channel for discreet one-on-one resolution.
The social-blended agent desktop seamlessly blends queries from Facebook, Twitter, forums, and blogs with queries from traditional customer service channels like phone, email, SMS, chat, and cobrowse. This enables agents to get a 360Plus™ view of the customer, context, and knowledge for efficient handling of queries. The solution also includes capabilities for full-cycle knowledge harvesting, single-sourced knowledge publishing across social and traditional channels, and reputation management.
Available for cloud or on-site deployment, eGain Social is an integral part of eGain’s social experience management solution and the eGain customer interaction hub suite.
The complete list of KMWorld’s Trend-Setting Products for 2010 appeared in the September 2010 print issue and online at www.kmworld.com. For more information about eGain Social, visit http://www.egain.com/products/social.
KMWorld (www.kmworld.com) is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 50,000 subscribers about the components and processes—and subsequent success stories—that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc. (www.infotoday.com).
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 the company’s 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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Note: eGain is a registered trademark, and the other eGain product and service names appearing in this release are trademarks or service marks, of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.