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The NEC Birmingham, Stand: 98
14th - 16th September 1999

eGain Communications, a leading provider of customer service infrastructure for e-commerce,
has chosen e-business [99] to demonstrate its Email Management System (eGain EMS) and the
eGain Web Collaboration System (eGain WCS). These new products enable customer service
organisations to quickly and accurately respond to customer inquiries to increase customer
satisfaction, lower support costs and build lasting customer relationships for companies
doing business online.

Vice President and General Manager Europe of eGain, Bob Apollo said, 'E-business [99] is an
excellent vehicle for us. It appeals directly to organisations that are both determined to
succeed in e-business and committed to customer service. As the e-commerce market explodes
in the UK companies with rapidly growing e-businesses often find themselves overwhelmed by
on-line customer enquiries. With eGain’s EMS and WCS solutions we provide these companies
with a secure on-line customer service infrastructure which enables them to win, retain and
develop their on-line customers.'

A recent survey conducted by The Hewson Consulting Group revealed disappointing results for
online customer service and underscored the increasing need for eGain’s products. The survey
found that, of over 150 major UK companies actively promoting their Web site in television
and print advertising, only 14% responded to an urgent request from a potential buyer within
24 hours and a staggering 39% never responded at all. Worse still, less than 50% of product
brochures requested were received and 12% of the companies either had no way to contact them
via e-mail, or the e-mail didn’t work.
Copies of the Hewson Consulting report and full demonstrations of eGain’s EMS and WCS will be
available throughout e-business [99] at stand 98, Birmingham NEC.

About eGain Communications
eGain is a leading provider of customer service infrastructure for e-commerce. eGain’s
products and services help companies manage high volumes of customer communications through
e-mail, real-time Web collaboration, and self-service. eGain solutions are available through
onsite deployments or through the eGain Hosted Network, the world’s largest hosted network
for e-commerce customer service. Companies use eGain solutions to build customer loyalty, to
convert online visitors to online buyers, and to leverage customer information. eGain
customers include Hewlett-Packard Company, CNET, Nortel, Microsoft Corp., Compaq Computer
Corp., and USA Networks Inc.. eGain’s world headquarters is located in Sunnyvale, California.
For more information about eGain, please visit, or call the company’s European
office at 0118 988 0266.

Editorial Contacts

Further information on eGain - including interviews, reviews and photography is available
from Alison Garvey or Natasha Perry at MCC International.

Yad Jaura
Alison Garvey/ Natasha Perry
MCC International Ltd
Tel: 01420 477799