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Legal & General Offers Live Online Customer Support Using eGain’s eService Solution
‘Life Insurer of the Year’ Sets New Standards with
Real-time Chat and Web Collaboration Capabilities


Slough, United Kingdom (1 October 2001) - eGain Communications Corporation (Nasdaq: EGAN), a global provider of eService software today announced that insurance giant Legal & General has positioned itself at the forefront of customer service in the UK market. Using the real-time text chat and Web collaboration solution eGain Live™, Legal & General’s call centre agents can now deliver instant assistance to online customers at the crucial point of need. Crowned as ‘Britain’s Most Admired Insurance Company’ in three out of the last four years, Legal & General uses eGain’s eService solution to improve customer satisfaction, contain support costs and differentiate itself from the competition.


With 3.5 million customers and growing strong, Legal & General turned to eGain when its call centre in Cardiff required an innovative tool to serve its customers in real-time over the Internet. The solution chosen was the award-winning eGain Live, capable of providing one-to-one text chat, multi-user conferencing, phone call-back, screen or page pushing, synchronized browser escorting and form filling via a standard web browser. To get connected to a call centre agent for live assistance over the web, customers just need to click the online help button on the Legal & General website.


Business Project Manager at Legal & General, Ian Christopher comments, “Our customer feedback since installing eGain Live has been very positive. We are using the chat and web collaboration tool to answer questions about insurance policies, pensions and investments. We will be rolling the service out to support all on-line products in the next few months.”




Legal & General is joining a small but rapidly growing number of UK companies providing live support over the Internet. A recent survey conducted by Hewson Consulting revealed that currently only 9% of the 140 UK websites surveyed offer web chat or phone callback. “Live web interaction can give companies a competitive edge by providing a cost effective way to manage customer enquiries and a higher level of online service,” explains Vice President of International Marketing at eGain, Ryan Rosenberg. “Unlike traditional telephone support, call centre agents using text chat can successfully manage two to four customer interactions simultaneously. Also, if a customer has only one phone line, at home for instance, the customer can receive real-time online assistance without needing to break the web connection to make a phone call. This smooth interaction ensures a good customer experience and differentiates Legal & General from the crowd.”


Ian Christopher comments, “We deliver a broad range of value-for-money products and services to meet our customers’ financial needs, and quality customer care is an essential part of our offer. Through ongoing improvement and innovation, we have created straightforward, easy-to-understand products and services in every area of our business. So it was vital the solution we chose reflected this approach and provided easy connection to our call centre infrastructure.”


eGain Live is part of the eGain eService Enterprise suite, an integrated solution enabling companies to transform their call centres into multi-channel contact centres. The software suite enables agents to support customers via phone, email, web self-service and live web collaboration. To deliver a consistent customer experience, all interaction solutions leverage the same knowledge management solution.



About eGain Communications Corporation


eGain (Nasdaq: EGAN) is a leading provider of Interaction Management software for the Internet. Selected by 24 of the 50 largest global companies to transform their traditional call centers into multi-channel contact centers, eGain solutions measurably improve operational efficiency and customer retention - thus delivering a significant return on investment (ROI). eGain eService Enterprise - the company's integrated software suite - includes applications for e-mail management, Web collaboration and self-service, and enterprise-wide knowledge management. Headquartered in Sunnyvale, Calif., eGain has an operating presence in 18 countries and serves close to 800 enterprise customers on a worldwide basis - including AOL Time Warner, Vodafone and Halifax.

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 - United States: (888) 603-4246; London: +44 (0) 1753 464646; or 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: +44 (0) 1753 464 710
Email: jly@egain.com

Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: +44 (0) 1962 888 100
Email: graham.thatcher@mccint.com
juliette.doel@mccint.com


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