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eGain: The Hosted Version
An examination of how eGain Mail's hosted option gives companies a state of the art customer service solution without the expensive and hassle of a licensed solution.
Posted Jun 3, 2000
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Many companies don't have the time or the resources to purchase and implement a state-of-the-art CRM solution. Hosted customer interaction applications can be the answer.

Sunnyvale, Calif.-based eGain offers its customer service application, eGain Mail, both through licensing and its eGain Hosted Network. Working with partners such as AboveNet, Exodus and Global Crossing, the eGain Hosted Network is able to offer a redundant worldwide network, giving its customers the benefit of global access as well as a complete copy of the system as backup--something that can help you sleep at night.

eGain has built a set of best practices and service level agreements based on experience gained from deploying 100 customer communication solutions, and has deployed eGain Mail on the eGain Hosted Network in ten days or less. Assigning a dedicated account manager to each customer, eGain offers technical support with 24 x 7 monitoring, backup and contingency planning, freeing you to concentrate on your core competency.

This Won't hurt a Bit
eGain's platform is designed to integrate with leading call center, database and e-commerce transaction systems, so you can leverage your company's legacy systems. To help you meet growing customer interest, eGain Mail offers productive interaction tools with its Reply and AutoAgent modules. With Reply, your agents can handle high volumes of inquiries. They may respond to either individual inquiries or multiple inquiries on the same topic, giving each customer a personalized response. Agents can field more complex inquiries using access to the eGain Knowledge Base.

The AutoAgent provides two functions to help raise productivity of your e-mail agents. AutoAcknowledge sends a personalized response to every e-mail and Web-form submission. The reply lets the sender know that his message has been received and will be answered shortly. The optional AutoReply feature can send an automatic response to certain topics, such as lost passwords, from the eGain Knowledge base, as well as analyze inquiries.

Quote.com, an online financial services company for active investors and day traders, uses eGain mail as a hosted application. The hosting option eliminated the need to hire a system administrator, saving Quote.com roughly $40,000 annually in staffing costs. Quote.com's customer service representatives increased their productivity by 30 to 40 percent, and 80 percent of customer inquiries were answered within 24 hours, with revenue-generating customers receiving the fastest replies.

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