"Tuesday October 24, 6:30 am Eastern Time
Press Release
C-Cubed Solutions Creates Trans-Pacific Customer Service Outsourcing Operation Using eGain Platform
Live Web Interaction and Email Enable Agents in India to Provide Around-the-Clock Support to North American Companies' Customers
SUNNYVALE, Calif.--(BUSINESS WIRE)--Oct. 24, 2000-- C-Cubed Solutions seeks to ensure companies have a reliable, professional and affordable customer service component to their Web sites from an outsourcer they can trust. To accomplish that, the Los Angeles-based company has turned to eGain Communications (Nasdaq:EGAN - news), a leading provider of customer interaction software for the Internet. C-Cubed Solutions has chosen hosted applications of eGain Live(TM) and eGain Mail(TM), part of the powerful eGain Commerce(TM) platform, as well as the eGain Commerce Bridge to provide its agents in India with the ability to provide North American customers with around-the-clock online customer service support.
eGain Live offers companies a comprehensive set of tools for assisting customers in real-time, including text chat, phone callback, screen push, escorting and forms collaboration - all via a standard Web browser. The solution connects customers to the right agent every time even if the customer is connecting from behind a firewall or using a specialized browser. eGain Mail provides the ability to route, track and respond to high volumes of customer emails and Web form submissions. The eGain Commerce Bridge is a database and application linking solution that provides fast, no-programming integration with CRM, call centers, personalization systems, relational databases as well as any information accessible over the Internet.
``Companies are aware of the need to provide superior online customer service but often cannot expend the time and/or resources to create their own support center,'' said Marc Haberman, CEO of C-Cubed Solutions. ``We knew we could provide that service for North American businesses by linking the university-educated labor pool in India with these companies' respective online customers. But to do that, we needed technology from a company that provides a comprehensive suite of solutions, is experienced in global ventures and provides the customizable ability to create the back office solutions that fit our business model. eGain met all those criteria and, through their hosted solutions, allowed us to deploy quickly and cost effectively.''
C-Cubed Solutions provides companies with Internet-based support in email and live Web customer interaction. Its contact center is located in Bangalore, India, where employees must first be college graduates and possess superior English and technical skills before being hired and placed in an extensive customer service training program. By offering low usage-based rates and around-the-clock quality support, C-Cubed's outsourcing service appeals to businesses that have a fledgling, incomplete, or costly online presence.
In the C-Cubed Solutions model, eGain will integrate eGain Live and eGain Mail to other backend systems through the eGain Commerce Bridge. Since the applications are hosted by eGain and accessed via the Internet by the customers of C-Cubed Solutions' clients, the entire integration will be done remotely through the Web--without necessitating visits to the C-Cubed site. This enables C-Cubed to be in a position to rapidly integrate and turn on it's operations as its client's Internet-based contact center within days.
``We're excited to enable C-Cubed Solutions to fulfill its promise of deliver exceptional customer service to businesses around the world,'' said Ashutosh Roy, CEO of eGain. ``C-Cubed's outsourcing business model is important for us for several reasons. First, it demonstrates that the demand for e-service business is so strong that innovative companies like C-Cubed are now being created. Second, it clearly shows how the Web is shrinking our world and how eGain is becoming intricately involved in linking businesses around the globe. Finally, it is important because we have clearly earned the ability to be entrusted with providing the technology for these kinds of businesses, which can best exist by using the kind of Web component architecture that eGain has been innovating since its inception.''
The eGain Commerce suite 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. eGain Commerce includes 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 Knowledge(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 C-Cubed Solutions
For more information about C-Cubed Solutions, please visit www.ccubedsolutions.com or call the company's offices at (213) 351-9750.
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 32 offices worldwide, eGain has more than 700 customers, including 21 of the largest 50 companies in the world. 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 Knowledge, 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 (Company Contact)
jly@eGain.com
or
Neale-May & Partners
Gus Whitcomb, 650/328-5555 x 134 (Media Contact)
408/989-0169 pager
awhitcomb@nealemay.com
or
C-Cubed Solutions
Marc Haberman, 213/351-9750 x 105
marc@ccubedsolutions.com"
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