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eGain Targets Worldwide eService Market With New Global Email Software

New eGain Solution Provides Multi-Language Support for Managing Email Worldwide; Supports the Globalisation of Internet Usage & eBusiness

eGain Communications Corporation (Nasdaq: EGAN) today announced an enterprise software solution for companies grappling with rising volumes of multilingual emails and web form submissions from around the globe. A new and unique email management product, eGain Mail Global™, provides support for inbound and outbound emails in virtually any language, as well as agent consoles that have been localised into eight of the world’s languages.

In addition to English, eGain Mail Global is available now with user interfaces in double-byte languages such as Japanese, Traditional Chinese, Simplified Chinese, and Korean. Localised user interfaces for French, German, Dutch, and Spanish will be available in Q3 this year.

The new software solution complements the international capabilities of eGain Knowledge, a robust knowledge management system, and eGain Campaign, an outbound email marketing application. Used together, the three products provide a solution for multi-lingual eService management, enabling companies to deliver superior online customer service throughout the world, regardless of language. Given the rapid worldwide growth in both Internet usage and eBusiness, the need to provide consistent online service worldwide is emerging as a key initiative for Global 2000 companies.

“Globalisation is the next step in the evolution of the Internet, and is the next step for eGain,” said Gunjan Sinha, president of eGain Communications. “We clearly see that English-only and language-specific systems cannot meet global online service needs.

Companies like Vodafone, HSBC Bank and Barclays Bank want to provide quick, consistent service from anywhere in the world through a wide variety of communication channels. eGain is committed to providing powerful eService solutions for companies that serve customers worldwide.”

Globalisation of the Internet
Datamonitor notes that 52% of all Internet users are not native English speakers. The figures reveal that the Internet is fast reaching a new phase of its global potential. By 2002, Jupiter Research predicts that 51 percent of all Western Europeans will be on the Internet; within five years, Jupiter predicts that 85 million new users will be added to the Internet in Europe. As of November ‘00, Nielsen NetRatings estimated that 30% of Japan’s population was online, and 45% each for the populations of Hong Kong, Singapore and Australia.

Despite such worldwide usage rates, up until now, the software systems for managing a global customer base outside of the English language have been either ad hoc or custom endeavours, and typically administered on separate servers that created islands of customer data. Industry watchers predict that companies will soon need to internationalise both their organisations and infrastructure to meet modern global demands.

“Global service strategies that address both multilingual customers and multilingual service personnel can improve service efficiencies, increase global market share, and assist companies in developing the global customer patterns required to effect global customer life-cycle management,” says Tim Hickernell, senior programme director in the META Group's Web & Collaboration Strategies service. “To effect this, customer service applications must be able to serve multilingual customers and multilingual agents, simultaneously, from a single instantiation of the software.”

Unified Multi-Language Email Management
eGain Mail Global breaks the English-centric pattern of eService software by providing a single installation of eGain Mail that supports multi-language capability for both inbound and outbound emails.
Unlike monolingual systems that display unreadable text for languages other than the system default, eGain Mail Global recognises and stores content written in multiple languages in a single database, allowing both support agents and customers to work in the language of their choice.

Leveraging built-in workflow management, eGain Mail Global also supports language-based routing for sending incoming emails to the appropriate customer service representatives (CSRs). From an end-customer perspective, the routing is transparent: customers can send email in any language they wish, and it will be automatically routed to the appropriate agents.

At the receiving end, agents can read and send emails in any language, and have the choice of localised user interfaces for their work environment: through a pull-down menu, agents can select their language preference at log-in. Thus, multi-language agents can work in their native language, even while they support customers in multiple languages.

In addition to international email management, eGain Mail Global includes all of the features found in monolingual eGain Mail: a scalable, web-based architecture; an intuitive user interface; comprehensive agent console; integrated knowledge base; and built-in features for system monitoring and archiving. Add-on options include eGain Commerce Bridge for fast no-programming integration with company data systems such as Broadvision and Microsoft Site Server, CRM systems such as Siebel and Remedy, personalisation systems such as Net Perceptions and Blue Martini, and back office systems such as Oracle and SAP.

Simplifies Management of Worldwide Online Customer Service
For global companies with customers worldwide, eGain’s multi-language support is a natural solution. With its single point of installation and administration, eGain Mail Global dramatically simplifies international email management. In contrast to systems that require separate servers for each email language, eGain Mail Global can scale rapidly.
The product’s administration also includes unified reporting of global email activity, so customer service executives can easily track, route and monitor worldwide email volumes. This unified system administration supports an emerging organisational model for customer support.

A Worldwide Business Applauds eGain Mail Global
Global English, an eGain Mail customer, provides online English language instruction service for non-native English speakers worldwide. “eGain Mail Global is the perfect product for our worldwide business,” said Jim Wilmott, director of Client Services at Global English. “The students we instruct are in the process of learning English, but often prefer to communicate with us in their native language. We needed a quick and easy solution to help sort and distribute e-mail and web-submissions to the appropriate contact centre agent. eGain Mail gives us the ability to communicate effectively throughout the world.”

Background Information
For additional information on eGain Mail Global, including a feature list, and discussion of emerging models for worldwide customer service, go to http://www.eGain.com/mailglobal.

About eGain Communications Corporation
eGain (Nasdaq: EGAN) is a global provider of eService software. Selected by 24 of the 50 largest global companies to transform their call centres into multi-channel interaction centres, eGain solutions measurably improve operational efficiency and customer retention - delivering sustained return on investment. eGain’s best-in-class software includes robust, scalable applications for email management, web collaboration, self-service and knowledge management - with effective integration into legacy call centres and customer information systems. Headquartered in Sunnyvale, California, eGain has operating presence in 18 countries and serves over 750 enterprise customers on a worldwide basis - including AOL Time Warner, Charles Schwab and Verizon. To find out how eGain can help you gain customers and sustain relationships, please visit http://www.eGain.com or call the company's offices - US: (888) 603-4246; London: +44 (0) 1753 464646; Sydney: +612 9492 5400.

Editorial Contacts
Further information on eGain - including interviews, reviews and photography is available from either Graham Thatcher or Juliette Doel at MCC International

Jessica Ly
eGain Communications
Tel: 01753 464646
Email: jly@egain.com


Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: 01962 888100
Email: graham.thatcher@mccint.com
Email: juliette.doel@mccint.com

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