"Tuesday August 15, 6:30 am Eastern Time
Press Release
50 Financial Services Companies Banking On eGgain for Customer Service Solutions
Customer Base Includes Worldwide Industry Powerhouses; IT Investment Spending Projected Strong in Financial Community
SUNNYVALE, Calif.--(BUSINESS WIRE)--Aug. 15, 2000-- eGain Communications (Nasdaq:EGAN - news) continues to build on its market dominance in providing customer service software solutions to the financial services industry. The company announced that its worldwide financial services customer base now numbers 50, including ABN AMRO Bank, American Century Investments, Assurecredit, Bank of America, Barclays PLC, BMW Financial Services, Discover Financial Services, Fleet Financial (Suretrade and Quick & Reilly), Freddie Mac, GE Capital Global Consumer Finance, LendingTree, Lloyds, San Paolo and Visa International.
Representing a broad spectrum of investment companies, securities firms, traditional banks, credit providers and lending institutions -- including three of the five largest diversified financial services companies in the world (according to Fortune's Global 500 list) -- these premier companies have chosen the eGain Commerce(TM) platform to power online customer service programs critical to efforts aimed at increasing customer loyalty, maximizing existing resources and achieving targeted cost savings.
``In the financial services industry, perhaps more than any other sector, companies are increasingly being stretched to interact with their customers in every possible fashion and in support of every possible process,'' commented Sam Clark, senior research analyst at META Group. ``This is especially true in supporting sales, service and marketing on the Internet, where the Web's promise of 24-by-7 availability is often tested by the most demanding and valued of customers.''
American Century Investments understands the power of online customer service in the new economy. The company sums up the benefits of its relationship with eGain by stating: ``We believe excellent customer service is a competitive differentiator in the mutual fund business. By using eGain's products, we significantly enhanced the level of customer interaction while reducing training costs.''
``The financial services industry is fiercely competitive,'' said Gunjan Sinha, eGain's president. ``To build customer loyalty, it is crucial that these companies employ the most advanced technology available to ensure customers receive quick, personalized service in whatever way they choose to initiate contact. eGain works with businesses to design a comprehensive customer service solution that can integrate everything from customer self-service to call center knowledge management to proactive digital marketing.''
e-Satisfy found that online customers generally have higher expectations for customer service than they end up receiving. With the majority of Web users wanting more human interaction online according to an Aberdeen Group report, the need for comprehensive customer service solutions that transcend traditional email becomes even more important.
A GartnerGroup report on the financial services community foresees companies spending approximately 10.5 percent of their revenues on IT investments this year. GartnerGroup also projects that at least 40 percent of IT spending among the securities and investment industry will occur in support of e-businesses.
The eGain Commerce platform is a completely integrated platform for online customer service. Built using Web-native technology, the platform delivers exceptional scalability, rapid deployment, global access and seamless integration with existing e-business and call center systems. As customer service needs expand, a company can easily add eGain applications such as eGain Mail(TM) (high volume email management), eGain Live(TM) (Live Web collaboration), eGain Voice(TM) (voice over the Internet), eGain Inform(TM) (Web FAQ self-service), eGain Assistant(TM) (lifelike conversational self-service), eGain Campaign(TM) (proactive digital marketing), and eGain k-Commerce Support(TM) (comprehensive self-service and knowledge management).
Leveraging shared resources such as a customer base, knowledge base and workflow engine among all applications, eGain Commerce helps companies deliver personalized interactions that foster customer loyalty, increase sales and control service costs.
About eGain Communications Corp.
eGain (Nasdaq:EGAN - news) is the leading provider of customer service software for the Internet. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration, and rapid deployment. Based in Sunnyvale, California, with offices worldwide, eGain has more than 600 customers, including AOL, Otis Elevator, and Olympus. For information about eGain, please visit www.eGain.com or call the company's offices - US: 888/603-4246; London: +44 (0) 175 377 1100; Sydney: +612 9492 5400.
Except for the historical information contained herein, the matters set forth in this press release are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the anticipated customer benefits from eGain products, and other risks detailed from time to time in eGain's filings with the Securities and Exchange Commission. eGain disclaims any intent or obligation to update these forward-looking statements.
Note to editors: eGain, eGain Commerce, eGain k-Commerce Support, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.
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Contact:
eGain Communications Corp.
Jessica Ly, 408/212-3401
jly@eGain.com
or
Neale-May & Partners
Paula Contos Dunne, 650/328-5555 x 113
408/229-7721 pager
pdunne@nealemay.com"
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