eGain® Service™ 7 recognized for outstanding innovation

Mountain View, Calif. (January 6, 2005): eGain Communications Corp. (OTC BB: EGAN.OB), a leading provider of customer service and contact center software, announced today that Technology Marketing Corporation’s (TMC®) Customer Inter@ction Solutions® magazine (www.cismag.com) has named eGain Service 7 as a recipient of a 2004 Product of the Year Award. Customer Inter@ction Solutions has been the leading publication in the CRM, call center, and teleservices industries since 1982.

“Shaped by the needs of our leading customers, the eGain Service 7 suite delivers innovative capabilities like adaptive self-service and integrated service resolution to build next-generation customer interaction hubs,” said Ashu Roy, CEO of eGain. “We are pleased to be recognized for our consistent innovation by a leading industry periodical.”

eGain Service 7 is the industry’s most comprehensive multichannel customer service suite. By transforming call centers into customer interaction hubs, it helps businesses reduce interaction costs, improve agent productivity, and increase customer retention. Available in-house or on demand, the suite includes:
Award-winning products for web self-service; email, fax, and letter management; chat and cobrowsing; and contact center knowledge bases
A common knowledge and case management platform
Adapters for easy integration with CTI, content, and business systems
“Each year Customer Inter@ction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. eGain has demonstrated to the editors of Customer Inter@ction Solutions that its products or services have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Inter@ction Solutions.

The Product of the Year Award winners for 2004 will be published in the January 2005 issue of Customer Inter@ction Solutions magazine.