EGAIN VIRTUAL AGENTS SCORE BIG WITH ELECTRONIC ARTS
English-speaking Life-like Agents, eGain Assistant, Power the Next Generation of Online Entertainment Products
eGain Communications (NASDAQ: EGAN), a leading provider of customer service software for the Internet, today announced that Electronic Arts (EA, NASDAQ: ERTS), the world’s leading developer of interactive entertainment, has licensed eGain Assistant technology for use in next generation game products.
eGain Assistant is an application which has life-like, virtual agents that interact in plain English over the Web with online customers. By performing many of the same functions as a live representative, eGain Assistant helps companies cut overall customer service costs and provide online sales assistance while delivering superior customer service and increasing the strength of their online brands.
eGain Assistant provides question/answer interactions with customers, escalating inquiries to email or live assistance when needed. Escalated inquiries from eGain Assistant are captured to help improve the user corporation’s knowledge base, enabling the self-service agent to answer repeats of those inquiries in the future. Corporate demands on technology are high, but game players’ demands are even higher. They want their answers in real-time with no delay, especially when they’re playing against multiple opponents over the Web. The eGain Assistant technology provides the kind of functionality Electronic Arts is looking to build into its next generation of online games.
"After months of testing, we know this technology is the best in the market," said Neil Young, vice president and executive producer for Electronic Arts. "eGain Assistant’s core functionality allows us to personalise characters that our customers will really appreciate. Its scalable architecture will also enable us to support a large number of simultaneous users. We’re excited to be able to use this groundbreaking technology for our online entertainment offerings."
In the corporate world, repetitive questions make up the majority of calls received by companies. eGain Assistant deals with them to reduce call volumes by being the first line of support. eGain Assistant becomes a direct conduit for the sales, marketing, and customer service team to deliver a broad range of information to the customer 24 hours a day.
"Electronic Arts’ innovative use of eGain Assistant demonstrates the flexibility and strength of our solution," said Ashutosh Roy, chairman and CEO of eGain. "We look forward to partnering with EA to define the online user experience for the next generation of interactive environment."
eGain Assistant works with eGain’s Commerce 2000 Platform, which completely integrates eGain’s comprehensive suite of customer service solutions - eGain Mail (email management), eGain Live (real-time text chat and Web collaboration), eGain Voice (voice over Internet), eGain Inform (Web FAQ self-service), and eGain Campaign (pro-active digital marketing).
The eGain Commerce 2000 Platform lets companies establish a single set of rules to route and queue calls, emails and Web collaboration sessions. It also lets companies develop a complete picture of customer interactions for each customer by associating each interaction with a single ticket no matter what communication channel the customer uses - the telephone, the Web, or email.
This provides service, sales and marketing departments with a comprehensive, 360-degree view of all customer communications and transactions.
So, when a customer approaches the corporation again, its representatives can provide a higher level of service, ensuring customer stickiness and hence customer retention.
About Electronic Arts
Electronic Arts, headquartered in Redwood City, California, is the world’s leading interactive entertainment software company. Founded in 1982, Electronic Arts posted revenues of more than $1.2 billion for fiscal 1999. The company develops, publishes and distributes software worldwide for personal computers and video game systems. Electronic Arts markets its products under eight brand names: Electronic Arts, EA SPORTS, EA GAMES, Maxis, ORIGIN, Bullfrog Productions, Westwood Studios, Gonzo Games and Jane’s Combat Simulations. More information about EA’s products and full text of press releases can be found on the Internet at http://www.ea.com.
About eGain Communications Corp.
eGain (Nasdaq: EGAN) is a leading provider of customer service software for the Internet economy. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration, and rapid deployment. Based in Sunnyvale, California, with offices worldwide, eGain has over 550 customers, including AOL, Televisa and Egg. For more information about eGain, please visit http://www.egain.com, or call the company's offices - US: (888) 603-4246, London: +44 (0) 118 988 0266, Sydney: +612 9492 5400.
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Except for the historical information contained herein, the matters set forth in this press release are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the anticipated customer benefits from eGain products, and other risks detailed from time to time in eGain’s filings with the Securities and Exchange Commission. eGain disclaims any intent or obligation to update these forward-looking statements.
eGain, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.
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