Analyst Recognition
“Versatility, easy to use at the agent level. Employees are great to work with, highly intelligent and innovative at every level.”
Customer Experience Senior Manager in an energy and utilities company with $10B – $30B in annual revenue
“Integrated knowledge across all solutions with an easy to use desktop. Resources are very collaborative and customer focused – easy to work with.”
Customer Success Senior Director in a retail company with $1B- $3B annual revenue
“We have so much more data to analyze that has benefited us greatly in our day to day as well as strengthening our client relationships.”
Project Consultant in a finance company with $1B – $3B annual revenue
“Easy to use and learn for end users. Provides the reporting capabilities needed to do the job. Interface is straight forward and easy to understand.”
Business Operations Specialist in an energy and utilities company with $10B – $30B annual revenue
“The cloud solution provides for service without downtime, which is rare in the industry.”
Engineering Manager in a healthcare company with $30B+ annual revenue
“eGain is easy for a business user to use – easy to deploy new knowledge, chat and email workflows without requiring the need to invest in IT.”
Online Specialist in a communications company with $1B – $3B in annual revenue
“eGain shines in both traditional features and newer market trends alike. eGain provides the best web self-service interface with the special set of technologies called Click2Collaborate. Users can choose their preferred method of support through one-click access on any mobile device. eGain, (is) the product that offers most bang-for-the-buck with its comprehensive set of features and solid vendor credentials.”
Tim Hickernell, Vendor Landscape: Customer Service Knowledge Management Suites, Info-Tech Research Group
“New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists.”
John Ragsdale, VP of Research, Technology Services Industry Association
“eGain Service is a strong and competitive offering with a good track record and a large customer base.”
Mitchell Kramer, SVP and Sr. Consultant, Patricia Seybold Group
“eGain has distinguished itself in a highly competitive market by providing a range of product and delivery options: point solutions, full suite, licensed software or hosted solution.”
Katrina Howell, Industry Research Analyst, Frost & Sullivan
Slashing time to market is critically important for companies competing in the e-commerce space. eGain was an early mover in this segment and, as a result, has built the service expertise and critical mass of customers to become a leader for online customer service applications. The company’s success in hosting not only reflects the growing use of Application Service Providers, but also validates eGain’s visionary approach to customer service. By dramatically cutting front-end equipment, software and IT costs, application hosting dramatically reduces the time it takes a company to implement a solution.”
George Peabody, Managing Director, ASP Practice, Aberdeen Group
“Adding new customer contact channels can complicate interaction management as a result of cross-channel effects, channel limitations and customer channel preferences. Companies adopting hybrid-channel service must adopt multi-channel escalation strategies to ensure customer inquiries are answered in the shortest amount of time, through the appropriate channels and utilizing the lowest cost service resources possible.”
Tim Hickernell, Senior Program Director, META Group
“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.”
Esteban Kolsky, thinkJar Consulting
“eGain’s recent announcement of an intelligent search platform… has given it best of breed status within knowledge management, incident tracking, multichannel management, and enterprise search.”
John Ragsdale, VP of Research, Technology Services Industry Association
Ragsdale’s Eye on Service (blog) – Catch up with eGain: New Applications Released in Version 7.6
“I have known some of the folks at eGain from the early days. eGain got their start with email response management systems (ERMS) back in 1998… Interestingly, unlike most of the players in this space, eGain has kept the same core executive team for many years, and this has helped them have a consistent vision and not go after every new trend and buzzword….
“Obviously, eGain has moved way beyond ERMS, now offering a full suite of ‘best of breed’ eService tools, including knowledgebase, diagnostics, web chat and collaboration, etc., but I still think they understand the complexities of email—which continues to grow in volume according to SSPA Benchmark Metrics—better than most.”
John Ragsdale, VP of Research, SSPA
“The primary market that eGain plays in—collaborative CRM—is one of the faster moving CRM markets. With so many companies building online customer service capabilities, we project a 54% average market growth for the next five years for the type of solutions that eGain provides. eGain’s early attention to the requirements of global customer service positions it to address the requirements of companies with global customers as well as emerging global service organizations.”
Tim Hickernell, Senior Program Director, META Group CRM Infusion
“eGain has from the very start focused on developing Web-based customer communications solutions that can be rapidly and easily hosted. Simply attaching a Web-browser front-end to existing client-server (and earlier) applications doesn’t cut it. The future belongs to Web-architected applications that have best-of-breed functionality and access and aggregate resources both inside and outside the corporate firewall.”
Christopher Fletcher, Director CRM, Aberdeen Group
“In addition to maintaining a strong customer service platform, co-innovation with customers—along with an extensive partnering network—has allowed eGain to develop and deliver best-of-breed customer interaction tools.”
VP and Research Director at Premier Analyst Firm
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