Major ISPs Connect with eGain for Superior Customer Service
"Monday September 25, 7:12 am Eastern Time
Press Release
Major ISPs Connect with eGain for Superior Customer Service
Client Base Includes Three Out of the Top Five U.S. ISP Giants
SUNNYVALE, Calif.--(BUSINESS WIRE)--Sept. 25, 2000--eGain Communications (Nasdaq: EGAN - news) continues to strengthen its leadership role in providing online customer service software solutions to major Internet service providers (ISPs) worldwide.
The company announced that its global ISP customer base now includes industry giants AOL, Earthlink and Freeonline Australia among others with a combined reach of more than 30 million users.
Representing large Internet ISPs around the world - including three of the top five domestic ISPs according to Fortune's most recent 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. eGain's Web-based architecture and integrated platform approach deliver the level of scalability, flexibility, and availability required by large enterprises.
``Providing free Internet access raises our visibility within the marketplace. However, providing excellent customer service is what converts users into loyal customers,'' said Robert Collins, CEO of Freeonline Australia, Australia's largest provider of free Internet access. ``eGain offers robust, flexible applications that can address short- and long-term needs of companies experiencing the kind of rapid growth in customer communications that we're seeing. This helps us adapt to needs as they develop, and ensure we respond quickly and effectively to our customers requests which is critical to our success.''
A study by Jupiter Communications stated that ISPs, especially domestically, have continued to focus on acquisition of new customers - at times, to the detriment of retaining existing subscribers. The firm predicted that there would be a focus shift over the next several years with ISPs devoting fewer funds to acquiring new customers and allocating more resources to loyalty programs and incentives for customers to remain with their existing providers.
Becoming more customer-centric can be especially challenging for ISPs that have call centers located throughout the world such as AOL with customer service representatives based in Florida, Utah and the Philippines. eGain's completely Web-based architecture addresses those concerns up front by allowing companies to use eGain solutions wherever Internet connections exist.
``ISPs face stiff competition to retain customers as new providers constantly seek to attract their existing user bases,'' said Gunjan Sinha, eGain's president. ``As with all industries, the challenge becomes how to keep customers rather than winning them back or trying to replace them, both extremely costly alternatives. eGain works with businesses to design a comprehensive customer service solution that can integrate everything from live Web collaboration to call center knowledge management to lifelike conversational self-service.''
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 eBusiness and call center systems. As service needs expand, companies can easily add eGain applications like 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 a leading provider of customer interaction 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 Bank of America. 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.
eGain, eGain Commerce, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant, eGain k-Commerce Support 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:
Neale-May & Partners
Gus Whitcomb, 650/328-5555 ext. 134 (Media)
awhitcomb@nealemay.com
or
eGain Communications Corp., Sunnyvale
Jessica Ly, 408/212-3401
jly@eGain.com"
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