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Cisco OEM agreement
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eGain announces OEM agreement
to support Cisco Unified Contact Center offerings
Cisco will OEM eGain's software
for its email management and web-based service
products on a worldwide basis
Mountain View, Calif., April 10, 2007 - eGain
Communications (OTC BB: EGAN.OB),
a leading provider of customer service and
contact center software for in-house or on-demand
SaaS deployment, today announced that it has
entered into an OEM agreement with Cisco Systems,
Inc. Under the terms of this agreement, Cisco
will include eGain's award-winning products
for email management (eGain Mail™), chat
(eGain Chat™) and web collaboration (eGain
Cobrowse™) as an integral part of the
Cisco Unified Contact Center Enterprise™
and the Cisco Unified Contact Center Express™
software suites for customer interaction management.
Cisco Unified Contact Center Enterprise and
Cisco Unified Contact Center Express suites
provide state-of-the-art IP-based customer
interaction solutions for the enterprise and
the SMB (small and medium-sized business)
market segments, respectively. These solutions
integrate inbound and outbound voice applications
with Internet applications including real-time
chat, web collaboration, and email, transforming
the traditional contact center into a Customer
Interaction Network, which enhances responsiveness
and streamlines interactions to help organizations
deliver superior customer service. The broad
and deep integration unifies capabilities,
enabling a single agent to support multiple
interactions simultaneously regardless of
which communication channel the customer has
chosen. Moreover, the solutions enable agents
to provide individualized service, based on
almost any contact attribute.
A pioneer in eService and knowledge management,
eGain offers proven products for email, chat,
standard and proxy-based cobrowsing, web self-service
and contact center knowledge management, notification
management, and service fulfillment, available
on-premise or on-demand. These solutions enable
contact center agents to provide reliable,
scalable and superior customer service, while
improving service consistency, effectiveness,
efficiencies, and compliance through a common
multichannel knowledge base, robust workflow,
and built-in industry best practices.
"The ability to effectively handle customer
interactions via email, chat, and the web
is imperative to businesses that want to differentiate
themselves with quality customer service,"
said John Hernandez, Senior Director of Product
Management of Cisco's customer contact business
unit. "By leveraging eGain's leading
eService solutions in our Cisco Unified Contact
Center offerings we are helping our customers
create and manage a Customer Interaction Network
that enables them to keep pace with customers'
needs for multiple points of access, while
keeping operational costs in check."
"With customer interactions over electronic
channels on the rise, there is a growing need
to not only manage these interactions in a
robust manner but also unify them with voice
channels to deliver a unified customer experience,"
said Ashu Roy, CEO of eGain. "We are
delighted to play an important role in enabling
Cisco's Customer Interaction Network vision
through this OEM relationship."
About eGain
eGain (OTCBB: EGAN.OB)
is a leading provider of customer service
and contact center software for in-house or
on-demand SaaS deployment. Trusted by prominent
enterprises worldwide, eGain has been helping
businesses achieve and sustain customer service
excellence for more than a decade. 24 of the
50 largest global companies rely on eGain
to transform their traditional call centers,
help desks, and web customer service operations
into multichannel customer interaction hubs.
These hubs enable dramatically improved customer
experience, unified multichannel customer
service, end-to-end service process efficiencies,
and enhanced contact center performance.
Headquartered in Mountain View, California,
eGain has an operating presence in 18 countries
and serves more than 800 enterprise customers
worldwide. To find out more about eGain, visit
www.eGain.com
or call the company's offices: 800-821-4358
(United States), 1753-464646 (UK and rest
of Europe).
eGain media contact:
Maeve Naughton
eGain Communications Corporation
phone: 650-230-7449
Email: pr@egain.com
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