Independent research firm rates eGain as a leader in 2006 eService evaluation report

Mountain View, Calif. (May 27, 2006): eGain Communications Corp.
(OTC BB: EGAN.OB), a leading provider of customer service and contact center software for in-house or on-demand deployment, announced today that the company was rated a leader in the Q1 2006 Forrester Wave report for eService in “strategy” and “current offering”. *

eGain was among the select companies that Forrester invited to participate in this report that evaluates eService vendors across 80 criteria. The “current offering” category evaluates and ranks the product capabilities, technology and architecture of eService software products that are available in the market today, and the “strategy” category evaluates the product vision, sales and implementation strategy, and channel partnerships of these companies.

eGain and its eService solution, eGain Service™ suite, received the top score in email response management (5.0).eGain was also strong in cost (4.4), technology/architecture (4.26), knowledge base (4.6), product vision (4.0), and sales and implementation strategy (4.0). The scores are awarded on a scale of 0-5.

“eGain, with its long history of email management and case-based reasoning, should be included on the shortlist for companies needing a highly scalable email response solution or for agent and customer-facing knowledgebase tools,” stated John Ragsdale, VP and Research Director at Forrester Research. “The vendor’s attention to business processes has made it a leader in eService process orientation.” *

“We are honored to be rated as a leader two years in a row in the Forrester Wave report,” said Ashu Roy, CEO of eGain. “This validates our position as a pioneer and innovation leader in eService interaction management as well as contact center business process management.”

Key benefits of the eGain Service suite are:
• Provide consistent, effective and efficient customer service and experience across channels using a centralized knowledge base, and a common, complete view of customer interactions
• Improve agent productivity
• Reduce the need for agent-assisted service through comprehensive and flexible self-service
• Automate service processes end to end, including interaction management, knowledge management, and service fulfillment
• Reduce the overall cost of providing service, and increase revenue through contextual upsell and cross-sell

Available for on-demand hosted or in-house deployment, the suite includes integrated, best-in-class applications for adaptive self-service, email management, multichannel knowledge content management, live web collaboration through chat and cobrowsing, call tracking and resolution, proactive service, automation of fax and paper-based service interactions, and service fulfillment. These robust applications are built on the eGain Service Management Platform™ (eGain SMP™), a scalable, next-generation framework that includes end-to-end service process modeling and management, multichannel, multisite contact center management, common knowledge repository and content management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content, and business systems.
About eGain
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies 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 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.

eGain Service™, the company’s software suite, includes integrated, best-in-class applications for web self-service, email management, knowledge management, chat and web collaboration, automation of fax and paper-based service interactions, case management, and service fulfillment. These robust applications are built on eGain Service Management Platform™ (eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multichannel and multisite contact center management, and certified out-of-the-box integrations with leading call center, content, and business systems.
eGain OnDemand™, the industry’s first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes, since 1998, to rapidly build customer interactions hubs.

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).

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.

eGain media contact

Jamie Abayan
eGain
Tel: 650 230 7528
Email: pr@egain.com