eGain Announces Free Best Practice Assessment for Enterprise Contact Centers to Recognize Customer Service Week
October 04, 2007 (PRLEAP.COM) Technology NewsMountain View, Calif. (October 2, 2007) - eGain Communications Corporation (OTC BB: EGAN.OB), provider of the industry's top-rated* customer service and contact center software for in-house or on-demand SaaS deployment, today announced a free Best Practice Assessment Study (eGain BPAS™) available to enterprise contact centers to support the Customer Service Week. Devoted to recognizing the importance of customer service and honoring the people on the front lines of the service revolution, Customer Service Week is an international event that was started by the International Customer Service Association in 1988.
Offered to qualified enterprise contact centers, eGain BPAS is a no-cost, no-obligation offer that provides an assessment of the following:
• The objectives of the customer service organization/contact center and how they map to the strategic goals of the business
• Use of customer service best practices leveraged by leading companies known for distinctive customer service
• The gaps in technology, process and people that the organization needs to address in order to achieve its objectives
The eGain BPAS engagement involves the following steps:
• A contact center/customer service best practices expert from eGain will spend one or two days on site to conduct the assessment. This will entail interviews with stakeholders such as contact center managers and executives, technologists and contact center agents.
• Within four weeks of the on-site visit, eGain will provide a BPAS report that will not only include an assessment and gap analysis but also a step-by-step road map for customer service innovation and excellence.
“eGain’s world-class clients have taken customer and agent experience to new levels,” said Ashu Roy, CEO of eGain. “Many of them used eGain BPAS as a no-risk way to get started. We are pleased to offer this program to recognize the Customer Service Week.”
In order to qualify, companies need to request a BPAS on or before October 31, 2007, at the below URL:
2007 Forrester Wave™ report on interaction-centric customer service management software: #1 in "strategy", "customer service" product capabilities, "architecture and platform," "product strategy", "corporate strategy," and "customer base"
2006 Forrester Wave report on eService: Rated as a leader in current offering and strategy with the highest scores in 14 enterprise-critical criteria
2005 Forrester Wave on eService: Rated #1 in "current offering"
2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel, Cross-Lifecycle Customer Service: Rated #1 in overall capabilities, knowledge management, architecture and analytics
About eGain Service
eGain Service is the industry's most comprehensive customer interaction hub software suite. Available on-premise or on-demand, eGain Service includes integrated, award-winning applications for call tracking and resolution, contact center knowledge management, multi-modal web self-service, email management, chat, web collaboration, fax/postal mail management, notifications and service fulfillment.
eGain Service is built on eGain CIH™, the industry's most 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 center infrastructure solutions. With its fine-grained service-oriented architecture (SOA), eGain CIH platform enables rapid development of powerful applications. For more information about eGain Service, please visit: http://www.egain.com/products/multichannel_service.asp
About eGain OnDemand
eGain® OnDemand™, the industry's first-ever hosted enterprise software, is a proven, enterprise-class solution that has helped companies rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at:
eGain (OTC BB: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand SaaS deployment. For more than a decade, the world's largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, 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 (US headquarters), 1753-464646 (UK and Continental 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.
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