EGAIN AND EWARE DEVISE INTEGRATED SOLUTION FOR COMPLETE CUSTOMER CONTACT CENTRE
Partnership Delivers a One-Stop-Shop for e-Services
eGain Communications Corporation (Nasdaq: EGAN), provider of customer interaction management software, today announced a partnership with eWare, provider of customer relationship management software. The partnership offers an integrated solution that enables call centre agents to efficiently serve customers coming through phone, email or Web chat. One of the largest financial service companies in Europe has already started to implement the blended solution as a strategic part of its customer service strategy.
The integrated eGain e-Service and eWare CRM solution will increase agent productivity and reduce support costs, while enabling agents to deliver a superior customer experience. Regardless of the customer’s contact method, the agent remains in the same system while viewing customer interactions, searching the knowledge base and responding to enquiries. Equipped with a “one-stop-shop” customer service system, agents effectively deliver fast, accurate and consistent answers every time.
Vice President of International Marketing at eGain Communications, Ryan Rosenberg, explains, “Very few companies are equipped with the integrated infrastructure to deliver a holistic view of the customer, which is vital to delivering better service, cross-selling, up-selling and ultimately gain the competitive edge through superior customer service. Our joint solution will provide just that.”
Mike Antoniades, eWare Vice President of Sales Operations for Europe, says, “The key to successful business is to be able to deal with your customers on their terms. This requires an enterprise-wide CRM solution that covers all contact channels, both on and offline. eGain and eWare are ideally placed to offer a complete solution for the CRM needs of the world’s largest organisations.”
eWare is a global provider of CRM solutions that allow businesses to manage all interactions with prospects, customers and partners. eWare's future-proof solution can be accessed through a standard web browser, as well as LAN and intranet, on any Internet or wireless device. The product's thin-client architecture delivers significant business benefits to mid to large-sized companies, such as rapid return on investment and low cost of ownership. Founded and based in Dublin, eWare operates worldwide and its customers include First Active Bank, Aircom, eTel, Marcus Evans, Memorex Telex and Taylor Nelson Sofres. For more information please visit eWare at http://www.eware, or e-mail firstname.lastname@example.org.
About eGain’s e-Service Software
eGain’s e-Service software offers a comprehensive set of products for self-service, email management and live online assistance. The eGain suite includes applications such as eGain Knowledge™ (knowledge management), eGain Mail™ (high volume email management), eGain Campaign™ (proactive service and digital marketing), eGain Live™ (live Web collaboration), eGain Inform™ (e-service portal and dynamic FAQ generation), and eGain Assistant™ (lifelike virtual customer service representative). Leveraging shared resources and multi-use components, eGain's e-Service suite helps companies deliver personalised interactions that foster customer loyalty, increase sales and control service costs.
About eGain Communications Corporation
eGain (Nasdaq: EGAN) 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, knowledge management and proactive online marketing. Built using a Web-native architecture, the eGain e-Service suite of products provides robust scalability, global access, integration and rapid deployment. Based in Sunnyvale, California, eGain has more than 700 customers, including 22 of the 50 largest global companies. For information about eGain, please visit www.eGain.com or call the company's offices - US: (888) 603-4246; London: +44 (0) 175 346 4646; Sydney: +612 9492 5400.
Tel: +44 (0) 1753 464710
Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: +44 (0) 1962 888100
020 8622 3422
Andy Woolnough/Victoria Turner
020 7340 6300
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