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eGain’s eService Solutions Earn Product Line Strategy Award From Frost & Sullivan


Slough, United Kingdom (8th October 2001) - eGain Communications Corporation (Nasdaq: EGAN), a global provider of interaction management software has been awarded the 2001 Market Engineering Product Line Strategy Award from Frost & Sullivan. The award is in recognition of eGain’s highly successful strategy to broaden its product line into a full suite of eService applications.


According to a new market analysis report from Frost & Sullivan, E-Mail Management Systems, eGain positioned itself to succeed in the Fortune 1000 sector by expanding its eService offering from a point solution for e-mail management into a multi-channel solution. Further, as a result of adding complementary applications such as real-time collaboration and a self-service knowledge base, and harnessing a scalable web-native architecture, eGain successfully shifted its client base in 2000.


Although originally composed primarily of high-growth eCommerce companies, currently over 80% of eGain’s customers are Global 2000 or mid-tier established companies. The composition of eGain’s sales has also changed: approximately 30% of eGain’s direct new customers, and a significant number of existing customers, purchased multiple applications, attesting to the strength of the suite and the company’s strategy. eGain’s number of multi-product customer deployments grows every quarter.


“Considering the current cutbacks in pre-sales eCommerce technology investments, eGain’s shift toward a suite for post-sales customer service represents a shrewd business move,” says Industry Research Analyst at Frost & Sullivan, Katrina Howell. “eGain has distinguished itself in a highly competitive market by providing a range of product and delivery options: point solutions, full suite, licensed software or hosted solution.”


“Given the breadth of companies they surveyed and depth of their scrutiny into market needs, eGain is especially honoured to receive the Frost & Sullivan award,” says Chairman and CEO of eGain, Ashutosh Roy. “This award further validates eGain’s eService vision and product strategy, and highlights the power of our multi-channel solution for eService.”


The Frost & Sullivan Product Line Strategy Award is presented to companies demonstrating the most insight into customer needs and product demands within their industry. Award recipients must meet specific criteria such as introduction of new products strategically positioned to balance the product line, ability to accommodate different market segments and enhancement of product offerings.



About Frost & Sullivan

Frost & Sullivan, a global leader in international strategic market consulting and training, presents Market Engineering Awards to companies that demonstrate the diligence, perseverance, and dedication required to develop a successful business plan and excel in the increasingly competitive global marketplace. Frost & Sullivan rigorously analyzes specific criteria to determine Market Engineering Award recipients in a variety of regional and global market landscapes. Founded in 1961, Frost & Sullivan is headquartered in San Jose, CA with offices located worldwide: New York, San Antonio, Toronto, London, Paris, Frankfurt, Beijing, Tokyo, Singapore, Mumbai and Kuala Lumpur.

For further information, visit http://awards.frost.com



About eGain Communications Corporation


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 enterprise-wide knowledge management.


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.



Editorial Contacts


Further information on eGain - including interviews, reviews and portrait photography of Ashutosh Roy 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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