Released on: September 18, 2007, 5:38 am

Press Release Author: eGain

Industry: Software

Press Release Summary: Provider will use eGain software to deliver proactive,
cross-channel, cross-lifecycle customer service to millions of participants through
secure email, SMS and voice. Company will also consolidate inbound and outbound
customer service with eGain

Press Release Body:

Mountain View, Calif. (September 18, 2007) - eGain Communications Corporation (OTC
BB: EGAN.OB), provider of the industry\'s top-rated* customer service and contact
center software for in-house or on-demand SaaS deployment, announced today that one
of the nation's largest prescription management and pharmaceutical services
companies has chosen eGain OnDemandT, the hosted version of eGain ServiceT suite, to
deliver proactive, cross-lifecycle customer service to millions of participants and
increase revenue through 1on1 marketing at the point of service, while curbing
service costs. The company will implement an eGain-powered multichannel customer
interaction hub (CIH), starting with eGain NotifyT for outbound 1on1 notifications
through secure email, SMS and voice, followed by other eGain applications.

Prescription and related services often involve multiple steps that are triggered by
the passage of time as well as the progression of tasks relating a specific customer
service transaction such as a drug refill and even the life stages of participating
members. If participants are not notified proactively about the status of their
transactions, they contact the customer service organization, sometimes repeatedly.
This drives up customer frustration and service costs for the business, which can be
addressed with proactive or preemptive service. According to Esteban Kolsky,
Research Director at Gartner, Inc., "Proactive customer service can add
transformational value to a business by helping deliver unique customer service
experiences, reducing the need for inbound customer service, and generating revenue
at the point of service."

A provider known for customer service and operational excellence, the prescription
and pharmaceutical services company will take participant experience and customer
service efficiencies to the next level by adding proactive service to their
participant service offerings, powered by eGain. This includes 1on1 service alerts
on topics such as the status of orders, issues with orders, upcoming prescription
refills, impending prescription expiration, savings opportunities etc. The on-demand
version of eGain Notify integrates with existing order management, customer data
management and voice communication systems to provide highly personalized and
contextual 1on1 alerts. The company also plans to provide life-stage based proactive
service to participants, for example, time-based alerts during pregnancy to remind
participants of best practice medical tests and lifestyle changes in order to ensure
a safe childbirth. Also in the plan is to expand the customer interaction hub by
adding eGain-powered inbound customer service to the hub.

"Proactive customer service is a smart and powerful way to improve customer
experience and control service costs at the same time," said Ashu Roy, CEO of eGain.
"We are delighted that this leading pharmaceutical and prescription services
provider chose eGain over other leading suppliers to implement an innovative
customer interaction hub that goes beyond traditional reactive models to provide
proactive multichannel service through voice and non-voice channels."

*Source:
2007 Forrester WaveT report on interaction-centric customer service management
software: #1 in \"strategy\", \"customer service\" product capabilities, \"architecture
and platform,\" \"product strategy\", \"corporate strategy,\" and \"customer base\"
2006 Forrester Wave report on eService: Rated as a leader in current offering and
strategy with the highest scores in 14 enterprise-critical criteria
2005 Forrester Wave on eService: Rated #1 in \"current offering\"
2005 Patricia Seybold Group Bull\'s Eye Reports on Cross-Channel, Cross-Lifecycle
Customer Service: Rated #1 in overall capabilities, knowledge management,
architecture and analytics


About eGain Service
eGain Service is the industry\'s most comprehensive customer interaction hub software
suite. Available on-premise or on-demand, eGain Service includes integrated,
award-winning applications for call tracking and resolution, contact center
knowledge management, multi-modal web self-service, email management, chat, web
collaboration, fax/postal mail management, notifications and service fulfillment.

eGain Service is built on eGain CIHT, the industry\'s most integrated and flexible
customer interaction hub platform. Based on a 100% J2EE architecture, it includes
out-of-the-box integration with leading business applications, content management
systems, and call center infrastructure solutions. With its fine-grained
service-oriented architecture (SOA), eGain CIH platform enables rapid development of
powerful applications. For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp


About eGain OnDemand
eGain® OnDemandT, the industry\'s first-ever hosted enterprise software, is a proven,
enterprise-class solution that has helped companies rapidly build customer
interactions hubs over the last nine years. Additional information on eGain OnDemand
can be found at:
http://www.egain.com/products/on_demand.asp


About eGain
eGain (OTC BB: EGAN.OB) is a leading provider of customer service and contact center
software for in-house or on-demand SaaS deployment. For more than a decade, the
world\'s largest companies have relied on eGain to transform their traditional call
centers, help desks, and web customer service operations into multichannel customer
interaction hubs. Based on the Power of OneT, the concept of one unified platform
for multichannel customer interaction and knowledge management, these hubs enable
dramatically improved customer experience, end-to-end service process efficiencies,
increased sales, and enhanced contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18
countries and serves more than 800 enterprise customers worldwide. To find out more
about eGain, visit www.eGain.com or call the company\'s offices: 800-821-4358 (US
headquarters), 1753-464646 (UK and Continental Europe).


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eGain, the eGain logo, and all other eGain product names and slogans are trademarks
or registered trademarks of eGain Communications Corp. in the United States and/or
other countries. All other company names and products mentioned in this release may
be trademarks or registered trademarks of the respective companies.

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eGain media contact
Jamie Abayan
Phone: 650-230-7532
Email: pr@egain.com



Web Site: http://www.egain.com

Contact Details: eGain media contact
Jamie Abayan
Phone: 650-230-7532
Email: pr@egain.com