EGAN - 66% customer additions. News. Looks solid!
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Thursday January 27, 8:05 am Eastern Time
Company Press Release
eGain Adds 75 New Customers in Fiscal Q2 Including AOL, 3Com, Home Depot and CNBC
More Than 190 Companies Use eGain's Web-native Customer Communications Solutions to Effectively Manage the Online Customer Experience
SUNNYVALE, Calif.--(BUSINESS WIRE)--Jan. 27, 2000-- eGain Communications (Nasdaq:EGAN - news), the leader in multi-channel, integrated online customer communications solutions, announced today that it has signed 75 new customers in the second quarter of FY 2000 - more than a 66 percent increase in the number of new customers acquired in the prior quarter and a 1088 percent increase in the customer base over the year.
AOL (NYSE:AOL - news), 3Com (Nasdaq:COMS - news), Walgreens (NYSE:WAG - news), Home Depot (NYSE:HD - news), Freddie Mac (NYSE:FRE - news) and CNBC are some of the major Global 2000 companies who have selected eGain's customer communications solutions to handle online customer service. eGain's new customers in Europe include Creative Labs, HMV UK, eBookers and 3Com UK. This, coupled with the addition of strong eCommerce customers such as Monster.com, McAfee, Biospace, Petsmart and Peapod demonstrate eGain's leadership in both the Global 2000 and eCommerce markets.
``As we look back over the past year, it is clear to us that both the Global 2000 companies moving to the Web, as well as eCommerce companies, are choosing eGain,' said Ashutosh Roy, CEO of eGain Communications. ``We have found that companies who go through a rigorous selection process prefer eGain over our direct competitors in a majority of cases. We think that the end of the millennium marked the end of the client/server era and is ushering in the new age of scalable Web-native solutions. Successful eCommerce companies such as KBkids and Webhelp have found that rapid growth can only be sustained if their online customer communication solutions scale easily to meet the flood of email or real-time interactions.'
eGain Scalability
KBkids.com, ranked among the ``Top 10 Online eCommerce Sites' by eMarketer, is one of eGain's hosted customers who saw their customer email volume rise over ten-fold during the holidays. ``eGain's technology and the eGain Hosted Network, on short notice, successfully handled rapid volume growth of email-based customer communications this season,' said Srikant Srinivasan, CEO and founder of KBkids. ``Providing consistent and high-quality customer service has helped us become one of the top 10 eCommerce sites. We see eGain as a long-term partner in helping us get and keep customers.'
``When eGain talks about the scalability of eGain Live or the value of hosting, they back their promise with actions,' said Kerry E. Adler, president and CEO of Webhelp. ``Webhelp.com, the only search service on the Internet to provide real answers from real people in real time, uses eGain Live as an integral part of Webhelp.com's unique proprietary solution. This enables us to provide help on a daily basis to tens of thousands of real-time Web inquiries from consumers and businesses. Since we started in late 1999, the number of information requests we handle has grown astronomically, and the experts at the eGain Hosted Network have been on top of the situation around the clock and have helped us keep up with the growing number of Live sessions.'
eGain Commerce 2000 Platform Integrates Multi-Channel Communications
In the past quarter, the company introduced the eGain Commerce 2000 platform, which completely integrates eGain's multi-channel eCommerce customer communication solutions. eGain's integrated, multi-channel solutions are gaining rapid acceptance. In the past quarter a growing number of companies chose a completely integrated approach - electing to deploy eGain Live and eGain Mail at the same time.
The new platform, built with eGain's Internet-class Web-native architecture, uses shared resources such as a common customer database, knowledge base and workflow engine to create and manage efficient and effective personalized communications programs that foster customer loyalty and increased sales. The Commerce 2000 Platform's foundation of shared databases and processes makes it possible to add additional channels of communication rapidly. In the past quarter, eGain added three new channels of communication - eGain Campaign (an outbound marketing system), eGain Voice (Web-based voice communications) and eGain Inform (Web self-service). The new products are tightly integrated with eGain's other customer communications solutions - eGain Mail (email management) and eGain Live (real-time Web collaboration).
eGain is the only company to offer a 100 percent Web-native architecture along with full integration of all products. That gives customer service agents a full view or memory of all customer interactions, regardless of which channels of communication are used. All customer communications are captured and stored in a centralized database, providing a powerful resource for online service, sales and marketing.
The eGain Hosted Network
Over half of the companies that selected eGain's solutions in the past quarter chose to deploy through the eGain Hosted Network, the world's largest network of hosted solutions for online customer communications. Hosting cuts deployment time from weeks to days, reduces costs, and ensures the bullet-proof 24 x7 monitoring backup and contingency planning required to support the demand of the global marketplace. In addition, hosting provides companies with access to a virtual IT department composed of eGain's seasoned staff of experts making it possible for a company to focus on its core competency.
About eGain Communications Corp.
eGain (Nasdaq:EGAN - news) develops, markets and supports a comprehensive suite of integrated, multi-channel customer communication solutions that help eCommerce companies establish profitable, long-term relationships with their customers. eGain's customer-centric approach goes beyond the eCommerce transaction to effectively manage the entire customer experience throughout the customer lifecycle - to build repeat interactions, convert visitors to buyers, build customer loyalty, and pro-actively interact with customers. Built using eGain's proven Web-native architecture, eGain's solutions provide many of the world's largest and most demanding eCommerce companies with Internet-class scalability, flexibility, rapid deployment and global access. eGain's solutions are available through the eGain Hosted Network, the world's first and largest network of hosted applications for eCommerce customer communications, or through customer site deployment. Based in Sunnyvale, Calif., eGain has offices in Europe and Southeast Asia. For more information about eGain, please visit egain.com, or call the company's offices -- U.S.: 888/603-4246, London:+44 (0) 118 988 0266, Sydney: 612-8923-2661.
eGain, eGain Live, eGain Mail, eGain Voice, eGain Inform, eGain Campaign and eGain Hosted Network are trademarks of eGain Communications Corp. |
