20 Telecom Companies Make eGain Their First Call for Customer Service Solutions
"Tuesday August 29, 6:35 am Eastern Time
Press Release
20 Telecom Companies Make eGain Their First Call for Customer Service Solutions
-- Client Base Includes Worldwide Giants Like AT&T, Ericsson -- Half of Top 10 Fortune Global 500 Telecoms Choose eGain
SUNNYVALE, Calif.--(BUSINESS WIRE)--Aug. 29, 2000-- eGain Communications (Nasdaq:EGAN - news) continues to strengthen its role as a leader in providing online customer service software solutions to many of the world's most demanding customers, including 20 telecommunications companies. The company announced that its global telecommunications customer base includes AT&T, British Telecom, Cable & Wireless, Carrefour, Deutsche Telekom, Ericsson, Lucent, Nextel, and US West.
Representing both traditional phone companies and wireless providers -- including five of the top 10 telecom giants(a), these premier companies have chosen the award-winning eGain Commerce(TM) platform to power their mission-critical online customer service programs. eGain's Web-based architecture and integrated platform approach deliver the level of scalability, flexibility, and availability required by large enterprises.
British Telecom underscores the reason they have opted for an eGain solution by stating: ``Our objective is to improve customer service by enabling the staff to resolve over 90 percent of calls on the first point of contact.''
According to The PELORUS Group, the overwhelming majority of call centers have yet to Web-enable themselves. Currently only 3% of U.S. call centers have implemented email and/or Web capabilities. Given strong consumer adoption of the Internet, call centers must transform into multimedia contact centers or risk becoming extinct in the new economy.
``Even phone companies are learning that the telephone is just one channel of communications with customers, and are working diligently to Web-enable their call centers to ensure multiple channels of communications,'' said Blair Pleasant, director of Communications at The PELORUS Group. ``As it is with a number of industries, eGain is racking up an impressive customer list and becoming extremely familiar with the telecommunications industry in the process.''
``The telecommunications industry is all about customer service,'' said Gunjan Sinha, eGain's president. ``Customers have questions around-the-clock and expect their phone companies -- landline or mobile -- to be available to assist them when they need help in whatever manner they choose to initiate the contact. We work with many of the most demanding 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.''
Based on interviews with 100 CEOs and executives in the global telecommunications industry, an Ernst & Young report stated, in part, the need to ``know your customer; you have to understand what customers want before they want it; you have to segment in great detail, so that highly customized products and services can be developed ... in the connected society, the pace of technological change has become such that new technologies are making new things possible all the time -- and your customers expect you to make these products available to them as soon as they become available.''
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 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 Bank of America. For information about eGain, please visit www.eGain.com or call the company's offices -- United States: 888/603-4246; London: +44 (0) 175 377 1100; Sydney: +612 9492 5400.
(a) Source: Fortune's most recent Global 500 list ranked by revenues.
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 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, ext 113
408/229-7721 (pager)
pdunne@nealemay.com"
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