eGain adds multilingual capability to its customer service software and commits to pan-European expansion
October 10, 2007 (PRLEAP.COM) Technology NewsMountain View, Calif. and Slough, UK (October 8, 2007): eGain Communications Corporation (OTC BB: EGAN.OB), provider of the industry's top-rated* customer service and contact centre software for in-house or on-demand SaaS deployment, today further demonstrated its commitment to the EMEA marketplace by announcing the availability of eGain Service™ 7.6 software suite in five European languages: Dutch, German, French, Italian and Spanish, to complement the English version.
There are plans to include support for additional languages in 2008. eGain also plans to deploy local language versions of its website in the near future.
This development enables eGain’s enterprise customers in EMEA to be able to provide customer service and support through a local language user interface within and across an array of interaction channels, including the phone; web self-service; web chat and co-browsing; emails, faxes and post; and short message service (SMS). Moreover, the solution comes with “out of the box” local language user interfaces and enables multi-lingual customer service from a single deployment, reducing the need for additional professional services and installations, and the total cost of ownership (TCO) for its clients.
This announcement follows a number of recent eGain initiatives across Europe, including the opening of a Dutch office, the signing of many European reseller and SI partnerships and the landmark global OEM agreement with Cisco.
“This globalised version of eGain Service enhances our ability to continue to expand in emerging markets throughout the globe. Now, non-English-speaking agents can utilize the solution with ease, resulting in more efficient, effective contact centre operations and enhanced customer service”, said Bruce Swan, European Helpdesk Manager at Navman.
“With a German version of eGain Service now available, eGain demonstrates the ability to meet the specific needs of the German speaking contact centres, and is well-positioned to expand its presence as the contact centre services market in the region continues to mature”, said Martin Hahnkamm, Manager business line Data Services at d+s solutions in Germany.
“Multilingual customer service continues to emerge as an important differentiator for businesses across Europe,” said Andrew Mennie, Vice President and General Manager EMEA, eGain. “We are happy to further demonstrate our commitment to the EMEA market as a whole and to the success of our EMEA clients by delivering this capability.”
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 and 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), the 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 (OTCBB: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand 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.
Kerry Hallard / Nicola Craft
Buffalo Communications Ltd
Tel: +44 (0) 207 292 8680
Hilary de Rover
eGain Communications Ltd
Tel: +44 (0) 1753 464689