eGain and LifeFX Announce Technology Partnership to Offer Lifelike Animations for Web-Based Virtual Agents
Slough, Berkshire - June 25, 2001 – eGain Communications Corporation (NASDAQ: EGAN), a leading provider of Enterprise Interaction Management software, and LifeFX, Inc. (NASDAQ: LEFX), the developer of Stand-In™ virtual people for the Internet, today announced a technology partnership aimed at offering LifeFX Stand-In™ human interfaces for eGain Assistant™ virtual agent software. Under the terms of the agreement, the companies will collaborate in offering LifeFX Stand-In technology to create life-like, photo-realistic virtual people as an optional front-end to eGain Assistant virtual agent deployments. Having developed and deployed the bundled solution for the ground-breaking KurzweilAI.net website (http://www.kurzweilai.net), the companies now aim to offer the leading-edge solution to mainstream enterprises.
“Today’s announcement with eGain highlights our continued momentum in revolutionising the CRM industry with virtual agents,” says Steve Ardire, LifeFX Vice President of Business Development. “By making every online interaction personal, the bundled solution from LifeFX and eGain will help companies meet customer expectations and derive maximum value from every customer interaction.”
“LifeFX’s lifelike animations are a great complement for eGain Assistant virtual agents,” said Tom Rearick, Vice President of Product Strategy at eGain. “With eGain providing the virtual agent’s brain, and LifeFX providing an animated face, companies have a solution that can make their websites more engaging, which in turn can increase customer satisfaction and loyalty. Just as in traditional offline marketing, the power of personality can create tremendous results for a company’s business. Lifelike virtual agents can enable companies to create a personality for their web transactions.”
The premise behind combining LifeFX’s Stand-In technology and eGain Assistant is to provide a CRM human interface that engages stronger, more personal bonds with web visitors, and offers an appealing channel for answering frequently asked questions. While not a replacement for interacting with a company’s phone, online chat and email support agents, virtual service agents can complement a company’s service agents by handling high-volume, routine inquiries.
For example, virtual agents can serve as conversational website guides that direct visitors to find information and products, and answer simple questions. Even this level of support can lessen the burden on customer call centres, deflecting routine calls so that phone-based agents can concentrate on highlighting promotional and cross-selling opportunities. Moreover, offering timely, interactive and targeted online help could help decrease shopping cart abandonment and increase revenues from on-line purchases. Since the LifeFX/eGain solution is web-based, it offers easy integration with e-commerce systems, and escalation options for customer call-backs, chat & email.
LifeFX, Inc., a Safeguard Scientifics (NYSE:SFE) partner company, is creating the face of the Internet by developing photo-realistic, digital human faces, or LifeFX Stand- In ™ virtual people, that can interact in real time. LifeFX Stand-In ™ virtual people will be used by Web businesses as life-like customer-service and sales representatives, guides, teachers and entertainers, while consumer applications will include e-mail, instant messaging and chat rooms.
The LifeFX technology was originally developed for professional medical applications by the University of Auckland, with which LifeFX has an exclusive, worldwide, perpetual, paid up license. LifeFX holds three patents and has five pending. For more information about LifeFX, visit http://www.lifefx.com.
About eGain Communications
eGain (NASDAQ: EGAN) is a leading provider of Enterprise Interaction Management (EIM) software for the Internet. Selected by 24 of the 50 largest global companies to transform their traditional call centres into multi-channel eService networks, eGain solutions measurably improve operational efficiency and customer retention – thus delivering a significant return on investment (ROI). eGain’s best-in-class application suite includes email management, web collaboration and self-service, and a scalable enterprise-wide knowledge management solution. Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 750 enterprise customers on a worldwide basis - including AOL, Charles Schwab and Verizon. To find out how eGain can help you gain customers and sustain relationships, please visit www.eGain.com or call the company's offices - US: (888) 603-4246; London: +44 (0) 1753 464646; Sydney: +612 9492 5400.
Further information on eGain - including interviews, reviews and photography is available from either Graham Thatcher or Juliette Doel at MCC International
Tel: 01753 464710
Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: 01962 888100
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