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Adapter Enables Contact Centres To Provide Cost-effective Integrated Multichannel Customer Service
eGain Communications (Nasdaq: EGAN), a leading provider of knowledge-powered customer service software and services for the Global 2000, today announced the availability of a new adapter in its eGain Call Centre BridgeTM family of products. eGain Call Centre Bridge 5.1 is the latest version of the adapter that provides out-of-the-box integration of eGain Live WebTM, eGain’s software suite for real-time customer service and support over the Web, with the Aspect® Enterprise Contact Server. With this integration, contact centres that use eGain Live Web and the Aspect Enterprise Contact Server will be able to provide unified customer service across live Web interaction channels such as chat, co-browsing and the phone.

eGain and leading business communications solutions provider Aspect Communications Corporation have partnered to enable multichannel contact centres for more than 30 joint customers. As enterprise contact centres add communication channels such as live Web collaboration and e-mail to existing phone channels, the combined solution will allow them to further reduce operational costs and optimise usage of customer sales and service representatives.

“eGain and Aspect joint customers have benefited from the integration of e-mail and telephone customer service for a long time,” said Promod Narang, eGain’s Senior Vice President of products and technologies. “This new integration of eGain Live Web with the Aspect Enterprise Contact Server will allow companies to take multichannel customer service to the next level.”

About eGain Communications

eGain (Nasdaq: EGAN) is a leading provider of software and services that enable knowledge-powered multichannel customer service. Selected by 24 of the 50 largest global companies to transform their traditional call centres into knowledge-powered, multichannel contact centres, eGain solutions measurably improve operational efficiency and customer retention, delivering a significant ROI. eGain eService Enterprise, the company’s software suite, also available as a hosted service, includes applications for knowledge management, Web self-service, e-mail management and Web collaboration, as well as certified integrations with existing call centre infrastructure and business systems. eGain also offers a comprehensive set of professional services including business consulting, implementation services, 24x7 support, education and training.

Headquartered in Sunnyvale, Calif., eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide—including ABN AMRO, Daimler Chrysler and Vodafone. To find out how eGain can help you leverage customer service for competitive advantage, visit

http://www.eGain.com

Editorial Contacts

Further information on eGain Communications – including interviews and photography – is available
from either Graham Thatcher or Juliette Doel at MCC International.


Graham Thatcher / Juliette Doel

MCC International

Tel: 01962 888100

Email: graham.thatcher@mccint.com

Email: juliette.doel@mccint.com


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