Mountain View, CA (March 3, 2011): eGain Communications (OTC BB: EGAN.OB), the leading provider of cloud and on-site customer interaction hub software, today announced that it has been named a “Rising Star” by CRM magazine, a leading Customer Relationship Management industry magazine.
CRM magazine also named eGain a “Leader” in web-based customer service management. This year’s recognition came in Web Support, a new category that encompasses both web self-service and web interaction management.
In its March 2011 issue, CRM took note of eGain’s comprehensive Social Experience Suite, calling the company “The One-Stop Shop” for customer interaction and knowledge management. Released in October 2010, the new version of eGain® Social Experience Suite™ empowers contact center agents and community managers to handle customer inquiries across traditional and social channels. Included is a social-blended agent desktop; integration with Facebook® to complement available integrations with Twitter® and Web search; and a single-sourced knowledge publishing capability for proactive social engagement.
The article also mentions eGain® Multisearch™, describing it as an “all-in-one search solution that is designed to dramatically improve the user experience.” eGain Multisearch puts the combined power of diverse knowledge access methods—natural language processing, intent-based search, faceted navigation, and case-based reasoning—behind a simple search box.
According to Esteban Kolsky, principal and founder of CRM intelligence and strategy firm ThinkJar, “eGain has evolved its product to include a new model of search that allows it to deliver better service to users. They can find information faster and easier and with a better overall experience.”
“It’s exciting to be acknowledged by CRM magazine as a Leader and a Rising Star,” said Ashu Roy, CEO of eGain. “We thank our clients who help us push the envelope to build rich customer service and sales engagement applications in a multichannel, social and mobile world.”
In citing eGain as a Leader in Web Support, CRM magazine rated the company’s products high in depth of functionality. It quoted John Ragsdale, vice president of technology research for the Technology Services Industry Association, who believes eGain’s recently announced intelligent search platform has given the company best-of-breed status within knowledge management, incident tracking, multichannel management, and enterprise search. Stated Ragsdale, “You will see a lot more of eGain in 2011—they have the right product at the right time.”
CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web at http://www.destinationCRM.com or on twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
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 (http://twitter.com/egain) and Facebook (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.