"Thursday September 21, 7:01 am Eastern Time
Press Release
Shopping Cart Abandonment Drops 30 Percent at Nexchange After Adding eGain Assistant to Enhance Online Customer Service
Syndicated E-commerce Provider Credits Advanced Self-Service Solution With Making Online Shopping Environment ``More Human''
SUNNYVALE, Calif.--(BUSINESS WIRE)--Sept. 21, 2000-- Nexchange Corporation credits eGain Assistant(TM) with lowering shopping cart abandonment rates by 30 percent over the past year. eGain Assistant, which offers shoppers an opportunity to interact with a lifelike customer service agent online, is just one component of the powerful eGain Commerce(TM) platform from eGain Communications (Nasdaq:EGAN - news), a leading provider of customer interactive software for the Internet.
To customers visiting Web sites, eGain Assistant offers an opportunity to ask questions in plain English and receive answers, guidance and even connections to a live human being in real-time. Behind the online friendly face, however, is an innovative technology offering natural language comprehension, decision support, conversion logging and analysis as well as back-end data support.
``For all of its behind-the-scenes sophistication, the key feature of eGain Assistant is making the sterile online shopping environment a little more human,'' said Del Ross, CEO of Nexchange. ``People want to be able to ask questions online as if they were talking to a live human being and have their questions answered immediately. eGain Assistant allows us to replicate that experience and the results have been converting more browsers into buyers.''
Nexchange Corporation, the creator of Syndicated E-commerce, integrates branded retailers' relevant merchandise into the content of popular Web sites. Nexchange allows consumers to shop in the retailer's store without leaving the Web site.
Gartner Group is predicting a strong online holiday shopping season in North America with projections that revenues will rise 85 percent to $19.53 billion in the 4th quarter. However, customer service will play a significant role in which eBusinesses reap the benefits. The Associated Press reported earlier this year that Web stores lost $3.2 billion during the 1999 holiday season due to inadequate customer service.
``There is still plenty of time left in this shopping season for eBusinesses to enhance their online customer service. eGain offers hosted solutions that can be operational in as little as two weeks,'' said Ashutosh Roy, eGain's CEO. ``The strength of eGain Commerce is that it is an Internet-class platform built on a Web component architecture meaning businesses can use its features wherever there is Internet access. The breadth of our solutions can assist companies with everything from sophisticated self-service, to offering support through live voice over the Internet (VoIP), to knowledge management.''
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 Nexchange Corporation
Nexchange Corporation, the creator of Syndicated E-commerce, integrates retailers' stores into popular content websites, allowing visitors to purchase from these stores without having to link away to a retailer's site. Nexchange's eCommerce approach uses the website's content to create immediate retail opportunities. Top web retailers, such as Wolf Camera, Proflowers.com and Orvis use Nexchange both to lower customer acquisition costs and to extend their brand. Leading content website properties such as Cox Interactive Media, WorldNow and TravelNow.com, use Nexchange to generate E-commerce revenue and increase site usage. Founded in 1996, Nexchange is headquartered in Atlanta, Georgia. For more information about Nexchange, please visit www.nexchange.com or call the company's offices at 800/594-0170.
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.
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
Jessica Ly, 408/212-3401
jly@egain.com
or
Neale-May & Partners for eGain
"Gus" Whitcomb, 650/328-5555 ext. 134
408/989-0169 (pager)
awhitcomb@nealemay.com
or
Robinson Lerer & Montgomery for Nexchange
Jeanne Abi-Nader, 212/484-7954
jabi-nader@rlmnet.com"
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