NEW YORK, NY. May 11, 2011 – ShoreGroup, Inc., a premier professional services, management software, and system and remote management service solutions firm, today announced that it has entered into a strategic relationship with eGain, the leading provider of cloud and on-site customer interaction hub software. The relationship enables ShoreGroup to combine its advanced contact center design, implementation and support expertise with eGain’s award-winning customer interaction software to meet the rising demand for unified and best-of-breed customer interaction management solutions.
As part of the partnership, ShoreGroup will deliver solutions based on Cisco and eGain technology, and provide complete lifecycle support for the applications by monitoring their health and performance with its CaseSentry® management platform, and providing Day 2 support for the solutions through its ShorePatrol® Remote Management Service. By consolidating all customer interactions in one place and leveraging a common knowledgebase, such solutions enable superior customer experiences and scalable service for competitive advantage.
Consistently rated a leader by analysts and trusted by leading companies around the world, eGain provides an innovative and complete suite of multichannel customer service and knowledge management software. eGain solutions help organizations transform their traditional call centers into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience across contact center, web and social channels, while reducing operational and ownership costs for the business. Additional information on eGain suite is available at: http://www.egain.com/products/multichannel_service.asp.
“As communication channels proliferate, multichannel customer service is no longer a nice-to-have,” said Chuck Jepson, Senior Vice President of Business Development for eGain. “ShoreGroup addresses this market need by combining award-winning customer interaction technologies from eGain and Cisco with its own domain expertise.”
“Enterprise contact centers are going multichannel at an unprecedented rate,” said Robert Ditta, Executive Vice President of ShoreGroup. “Whether it’s voice, email, social networking, web chat or self-service, the ability for contact centers to interact via whatever channel the customer chooses has become a strategic requirement for success. ShoreGroup’s ability to design, deploy and integrate industry-leading Cisco contact center and unified communications solutions is augmented by the rich capabilities of eGain’s comprehensive customer interaction suite, allowing our clients to realize the full business potential that multichannel interactions offer.”
ShoreGroup provides industry-leading management applications, maintenance services, professional services and product solutions for unified communications and contact centers, virtualized data centers and networks.
ShoreGroup develops innovative, automated management software applications on its dynamic CaseSentry® platform, which eliminates the pitfalls of traditional enterprise management software to empower IT, telecom and contact center support organizations to easily and effectively manage availability, performance and service processes within complex networked environments. The company’s ShorePatrol® Remote Management Service expands upon CaseSentry to include quality maintenance and support services that clients rely upon to ensure the availability of their vital business processes. ShoreGroup’s management platform and remote management services are also available globally through OEM relationships with major industry-leading manufacturers and service providers.
ShoreGroup’s professional service portfolio includes leading product solutions and complete consultation, design and implementation services for high-availability networks and data centers. The company’s expertise in advanced network technologies including unified communications and contact centers, collaboration, data center, LAN/WAN, wireless and security produces effective solutions that enable clients to derive the maximum business advantage and value from their information technology investment. As a Cisco Gold Certified Partner with Masters and advanced specializations, ShoreGroup’s services are backed by solid industry credentials.
Additional information about ShoreGroup’s products and services can be found at www.shoregroup.com.
ShoreGroup®, SG Logo®, CaseSentry®, ShorePatrol® and THE ART OF IT® are registered trademarks, and THE ART OF IP™ is a trademark of ShoreGroup, Inc. Cisco and Cisco Systems are registered trademarks of Cisco Systems, Inc. in the U.S. and certain other countries. 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 marks are property of their respective owners.
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