eGain Service(TM) 7.6 Customer Interaction Hub Software Includes Nine New Applications and Adds SMS Support
SLOUGH, UK -- (MARKET WIRE) -- October 30, 2006 -- eGain Communications (OTCBB: EGAN), a leading provider of customer service and contact centre software for in-house or on-demand deployment, today announced a major new release of its customer interaction hub (CIH) software suite. eGain Service(TM) 7.6 will enable companies to revolutionise their customer service delivery.

eGain's new suite is the first to support short message service (SMS) customer service interactions, as well as next-generation web self-service, chat, co-browsing, email, fax, postal mail, notification management, call tracking and resolution, and service fulfillment.

Bringing together traditional and new communication channels, eGain Service(TM) 7.6 enhances customer experience, boosts process efficiencies, and ensures compliance through its comprehensive and integrated customer interaction hub platform. The suite was conceived and developed by eGain working in conjunction with its blue-chip customers and includes nine new applications, which are focused on customer service innovation.

The software suite combines deep knowledge management and process automation tools with a rich set of applications for managing the ever-growing volume of interactions through traditional as well as emerging communication channels. The CIH approach centralises channel management, knowledge bases, business rules, and analytical engines in one place, and drastically reduces the cost of managing multiple channels while improving customer experience and process efficiencies.

eGain Service 7.6 is built on eGain CIH(TM) Platform, the industry's most comprehensive, integrated and flexible customer interaction hub platform. Based on a 100% J2EE architecture, it includes out-of-the-box integration with leading business applications, content management systems, and call centre infrastructure solutions. The fine-grained service-oriented architecture of the platform also enables rapid development of powerful custom applications.

"To gain competitive differentiation during the next five years, leading enterprises will invest in building a customer interaction hub," said Esteban Kolsky, Research Director at Gartner. "The CIH model enables the business to learn and meet or exceed customer expectations across all communication channels."

"eGain has delivered a series of industry-firsts over the last decade, and we continue that tradition with eGain Service 7.6, the most complete customer interaction hub solution available in the market today," said Ashu Roy, CEO of eGain. "A direct result of our collaboration with leading clients, who are at the forefront of customer service innovation, the solution can enable any enterprise to differentiate itself through stand-out customer service."

Immediately available on a worldwide basis, eGain Service 7.6 can be deployed on-demand or on-premise. Solution details are available at http://www.egain.com/products/index.asp

New applications in eGain Service 7.6

Self-service:

-- eGain MessageCenter(TM): Enables secure communication of sensitive
information through email between the customer and the business, and enables customers to view all their interactions
through an authenticated web site.

Assisted service:

-- eGain Adviser(TM): Enables agents, whether they are novice,
expert, in-house or outsourced, to handle complex customer
interactions that entail informational and transactional
customer service. This includes contextual upsell and
cross-sell, follow-on service fulfilment and value-added advice
through conversations that are compliant with regulations and
corporate best practices. The solution includes a highly
flexible user interface, integrated workflow, and interactive
process guidance, powered by eGain's Inference® reasoning
engine, a proven technology used by enterprises for
over 15 years.
-- eGain CallTrack(TM): Works with eGain KnowledgeAgent(TM) software to
provide an integrated solution for phone call logging,
tracking, resolution and follow-on service fulfilment.
-- eGain SME(TM): Allows customer service agents to collaborate with
subject matter experts (SMEs) in other parts of the enterprise
to speedily respond to an enquiry.
-- eGain SMS(TM): Provides a flexible system for managing customer
interactions done through SMS, an increasingly popular channel
of interaction.

Process automation:

-- eGain AutoClassify(TM): Helps companies shorten the time to
turnaround inbound enquiries by intelligently classifying and
routing incoming enquiries and emails. The solution uses eGain's
Inference® reasoning engine for more advanced and robust
classification of enquiries than simple keyword matching.
-- eGain AutoWorkflow(TM): Works with the eGain Workflow(TM) Engine and
eGain Adapters(TM) to execute service processes that do not need
human involvement.
-- eGain Notify(TM): Helps manage and deliver event-based reminders,
alerts, and updates at any stage of a customer transaction or
the overall customer lifecycle.
-- eGain Survey(TM): Helps contact centres, ecommerce sites and
customer portals solicit and act on customer feedback to
improve and grow customer relationships.

About eGain

eGain (OTCBB: EGAN) is a leading provider of customer service and contact centre software for in-house or on-demand deployment. Trusted by prominent enterprises worldwide, eGain has been helping organizations 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 centres, 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 centre performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 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).

Quotes from UK customers

"eGain Knowledge Management has provided Customer Service Advisors with the logic that Service Engineers use when diagnosing appliance faults. Any agent, regardless of experience, now comes across to the customer as a specialist within the chosen field," said John Jefferies, Senior Support Manager, Centrica.

"We went through a fairly full evaluation of all the providers in the market place and felt eGain's comprehensive product functionality met our key criteria accurately," said Jason Tye, Knowledge Manager of Virgin Mobile. Tye continues: "The Customer Service Agents, using the system said that by giving them the answers they needed, it enhanced their ability to take ownership and the whole feeling of being able to give a better service increase their job satisfaction."

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.


Media Contacts
Nicola Craft/Kerry Hallard
Buffalo Communications
Tel: +44 (0) 207 292 8680
Email: egain@buffalo.co.uk