destinationCRM Industry Buyer's Guide - eGain Communications Corp.

destinationCRM.com — CRM Buyer's Guide

eGain Communications Corp.
1252 Borregas Avenue
Sunnyvale CA 94089

PH: 1-800-821-4358
Visit their Web site: www.egain.com

Edit this Listing

Profile

eGain is the leading provider of cloud and on-site customer engagement hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales™—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs). To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC). Also, follow us on Twitter at @eGain (http://twitter.com/egain) and Facebook (http://facebook.com/egain).

Product Description

eGain® is the industry’s only unified customer engagement and knowledge management software suite. Rated #1 by analysts and trusted by leading companies worldwide, eGain helps businesses engage, acquire, and serve customers by delivering memorable experiences at every touch point. Modular, best-of-breed applications are built on a one-of-a-kind customer engagement hub platform, eGain OpenCEH™ Platform.

This company is listed in the following categories:

Consumer Packaged Goods	Customer Service/Call Centers	Education	Enterprise CRM
Financial Services/Banking	Government	Healthcare	Insurance
Manufacturing/Automotive	Non-profit	Pharmaceuticals/Chemicals	Professional Services
Retail	SMB/Mid-market CRM	Sports/Entertainment	Technology
Telecommunications	Transportation	Travel/Hospitality

Articles Mentioned

CRM Service Awards: Service Leaders
Posted 01 Mar 2013

Case Management Takes a Dynamic Turn
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
Posted 01 Feb 2013

From Woeful to Wow in Online Customer Engagement
A journey-based approach for better sales and service.
Posted 25 Jan 2013

eGain Releases SuperChat
The proactive customer collaboration solution unifies auto chat, text chat, video chat, click-to-call, and cobrowse capabilities.
Posted 05 Dec 2012

Twitter: Hearing 140 Million Voices
It's easier than you think to make sense of Twitter.
Posted 01 Jun 2012

4 Keys to Customer Service Excellence
Assess—and act on—your strategic intent for optimum results.
Posted 30 May 2012

The 2012 Service Leaders
Posted 01 Mar 2012

Deliver on Your Customer Service Brand Promises
Six ways to make promises you can keep.
Posted 27 Jan 2012

Cisco Unified CCX Gets Cross-Channel Upgrade
eGain adds its multichannel software, opening the Cisco platform to mid-market firms.
Posted 13 Dec 2011

Improving Customer Service in Midsized Businesses
Tips for tackling seven key SMB challenges
Posted 02 Nov 2011

eGain Introduces Sales Offers for Facebook
eGain Offers enables businesses to personalize Facebook fan page experiences in minutes with targeted coupons and proactive help.
Posted 26 Aug 2011

eGain Debuts Cobrowse for Smartphones and Tablets
Tool enables secure form-filling assistance for mobile customers.
Posted 17 Aug 2011

eGain Launches Interactive B2C Sales and Marketing Software
Suite integrates the Web, social, and mobile capabilities.
Posted 14 Jun 2011

Attributes of IT-Friendly Software for Multichannel Customer Service
Look for these traits to keep both your business and IT organizations happy
Posted 01 Apr 2011

The 2011 Service Leaders
Posted 01 Mar 2011

The 2011 Rising Stars
Posted 01 Mar 2011

eGain Introduces All-In-One Search for Customer Self-Service Experience and Multichannel Contact Center
eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box.
Posted 13 Dec 2010

eGain Launches eGain Social Experience Suite
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
Posted 30 Nov 2010

Anybody's Bot
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
Posted 04 Nov 2010

11 Tips to Conquer Contact Centers
If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
Posted 22 Sep 2010

Re:Tooling — Email Management: You've Got Mail
Despite fits and starts, many still believe email management solutions can deliver on their promise.
Posted 10 Mar 2010

Learn to Innovate by Unlearning
True innovators jettison some "best" practices in favor of first practices.
Posted 13 Jan 2010

RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
Posted 03 Nov 2009

Finding the Value of Findability
Knowledge management is the path to content management success.
Posted 29 Oct 2009

Web Self-Service Will Make You Great
Five surefire ways to increase adoption among customers and contact center agents.
Posted 01 Jul 2009

In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Posted 01 May 2009

Market Focus -- Telecommunications: Bundled Offerings, Better Retention?
As service providers expand their combined multimedia packages, customer service requires attention.
Posted 01 Apr 2009

The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Posted 01 Apr 2009

The 2009 CRM Service Awards: Service Leaders -- Web Self-Service
Posted 01 Apr 2009

The 2009 CRM Service Awards: Service Leaders -- Web Interaction Management
Posted 01 Apr 2009

Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
The need for knowledge now permeates the enterprise.
Posted 01 Apr 2009

The Next Evolution of SaaS?
eGain's new "solution-as-a-service" delivery model looks to kick SaaS up a notch.
Posted 18 Mar 2009

Beyond Search
Multimodal knowledge access will improve customer experience and contact center agent effectiveness.
Posted 16 Mar 2009

Companies Catch the Customer Experience Wave
New research from Forrester unveils the top vendors for companies yearning to achieve experience-based differentiation.
Posted 23 Oct 2008

Break the Rules to Win in Customer Service
Out-innovate the competition in 9 contrarian ways.
Posted 04 Sep 2008

Calling It Quits
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Posted 01 Aug 2008

Tech Solution: Email Management Tools
Business Problem: Subpar email response forces unhappy customers to live agents.
Posted 01 Aug 2008

Jumping Into the SaaS Pool
It's no longer a matter of just testing the waters: Large enterprises are making a splash with software-as-a-service CRM.
Posted 01 Jul 2008

Talisma Acquired by nGenera
The relative newcomer -- a provider of "business-innovation platforms" -- looks to add Talisma's customer-interaction software to its rapidly expanding platform.
Posted 21 May 2008

Make Your Contact Center Emotionally Intelligent
5 best practices to help you get there.
Posted 15 May 2008

Microsoft Goes Automated With its Service Agent
The release marks another contact center-specific offering available now from the software giant, and underscores a future move to make inroads with large-scale, more complex contact centers.
Posted 06 May 2008

The 2008 CRM Service Awards: Web Self-Service
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
Posted 01 Apr 2008

The 2008 CRM Service Awards: Web Interaction Management
A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.
Posted 01 Mar 2008

A Sly Partnership for ClickFox and Talisma
A new integration between Talisma Corp. and ClickFox will bring analytics to bear on the customer experience.
Posted 01 Feb 2008

Always On
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Posted 01 Feb 2008

Want Superior Customer Experience in Your Contact Center?
Start with superior agent experience.
Posted 24 Jan 2008

Transform Your Contact Center Into a Profit Center
Innovations and contemporary best practices.
Posted 04 Dec 2007

Help Them Help Themselves
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
Posted 01 Oct 2007

The Dead Pool: E- and Phone Service
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
Posted 29 May 2007

Yackety Clack
Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.
Posted 01 May 2007

THE 2007 Service Leaders, Part 1
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007

Nine New Treats From eGain
The vendor makes available its newest upgrade to its Service suite, which features nine new applications catering to self-service, assisted service, and process automation.
Posted 31 Oct 2006

Knova Software Gets Personal
Knova 7 is part of the company's efforts to move from its traditional SRM space into the broader area of managing the customer experience.
Posted 27 Sep 2006

KANA Leads Forrester's E-Service Suite Wave
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
Posted 31 May 2006

A Slow Q1 for Customer Service Software
Low revenue, customer adoption, and product-activity levels indicate a loss of short-term momentum in a long line of steady growth.
Posted 29 May 2006

Acquisition Predictions
Oracle's plan to acquire fallen CRM star Siebel Systems begs the question: Which company is next?
Posted 01 Nov 2005

Email Response Times Lag Still
Companies are undervaluing the channel as more customers seek support.
Posted 01 Sep 2005

Knova Knows Knowledge
A guide to knowledge-enabled CRM applications puts the company's solutions on top.
Posted 25 Jul 2005

June 28, 2005
Aspect Communications launches Uniphi Suite 6.1; Siebel and IBM reach an agreement; Aprimo has a new CFO; and more.
Posted 28 Jun 2005

ABG Scores Web Self-Service Vendors
RightNow Technologies and Knova Software play alone in the leaders category, while others fill the Top 10.
Posted 17 May 2005

SMBs Are Shopping For ERP and CRM Solutions
The market remains fragmented, so leading vendors must drive home the value of offerings to command market share.
Posted 11 May 2005

Making a Clear Connection
Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
Posted 02 May 2005

E-Service Providers Ride the Forrester Wave
Leaders include eGain, iPhrase, KANA, and KnowledgeBase, with RightNow and ServiceWare designated as strong performers.
Posted 08 Apr 2005

Siebel Enchants Gartner's CRM CSS Magic Quadrant Again
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
Posted 06 Apr 2005

March 23, 2005
Trover chooses Nuasis; Xdrive implements eGain; Opus Group has a new vice president of development; and more.
Posted 23 Mar 2005

ABN AMRO Banks on e-Service to Boost Customer Satisfaction
The global bank revamps its online experience and improves contact center interactions as a result.
Posted 01 Nov 2004

Statistically Speaking
As a result of the relocation of more than 3,000 call centers from the United States by 2008,130,000 agent positions will be eliminated, according to Datamonitor.
Posted 18 Oct 2004

CRM Companies Have a Strong Presence in Deloitte's Fast 500
Communications and analytics specialists lead the way in a solid showing of rapidly growing CRM firms.
Posted 21 Oct 2004

Wires: News and Technology for October 15, 2004
ATG introduces Adaptive Customer Outreach; Cognos strengthens Deloitte relationship; SAP releases ad management tool tested at WaPo; and more.
Posted 15 Oct 2004

12 Ways to Boost Productivity
Managers are always searching for ways to spur productivity that will balance the needs of the customers, the agents, and the company.
Posted 20 Sep 2004

Wires: News and Technology for September 3, 2004
INSCI released WebWare ActiveMedia 5.5; Cubistix launched its CRM Front-End 2.0 product; and more.
Posted 03 Sep 2004

Missed Opportunities and Bad Service
There's a high correlation between poorly delivered email support and [poor] customer loyalty.
Posted 02 Sep 2004

Wires: News and Products for August 20, 2004
Trillium Software announced the availability of Trillium Software Discovery Version 4; Convergys introduced its Customer Training For-Profit Solution; and more.
Posted 20 Aug 2004

RightNow's IPO Marks the Firm's Passage Into Maturity
RightNow has always been very user-focused, making product decisions based on what existing customers want. As it begins to target larger deals in new verticals, there will be more market-driven development.
Posted 19 Aug 2004

Wires: News and Products for July 30, 2004
eGain Communications has announced a global partnership with Wipro Technologies; Initiate Systems made available its Initiate Identity Hub 5.2 a software; and more.
Posted 30 Jul 2004

The Week in Review: May 14, 2004
Lockheed Martin has selected Siebel business applications to provide core support of the F-35's Autonomic Logistics Information System; Amdocs announced that Vodafone Hungary has made a contract to use Amdocs Enabler as its new legacy billing system; and more.
Posted 14 May 2004

New Product Spotlight: April 7, 2004
eGain announces integration with Aspect; Omniture releases SiteCatalyst 10; MicroStrategy launches MicroStrategy Office; and more.
Posted 07 Apr 2004

The Strategic Value of Knowledge Management
KM has irrefutable value beyond the contact center.
Posted 29 Mar 2004

Multichannel Customer Service Done Right
Deliverer service consistency and value-based service, and streamline customer service processes, among other actions.
Posted 22 Sep 2003

Vertical Focus: Financial Services
Posted 01 Jul 2003

New & Noteworthy
Posted 01 May 2003

Siebel's New Challenger
Based on the Gartner eService Suite Magic Quadrant, a methodology that measures both a company's completeness of vision and its ability to execute that vision, Siebel remains the lone leader in the this arena, while RightNow has emerged as the lone challenger.
Posted 23 Apr 2003

The Week in Review--4/4/03
Allied Business Intelligence projects the speech recognition market to increase to $897.8 million in 2003, up from $677 million in 2002; Oaktree Systems announced today it has hired a new CEO, Chris Lynde.
Posted 04 Apr 2003

The Week in Review--2/13/03
The HDI 2002 Salary Survey; Egain's new customer service--management software release; Epicor's Clientele Customer Support 8.1 is now available; Clear Technologies and Harte-Hanks announce exec promotions/appointments.
Posted 14 Feb 2003

Web Self-Help Wins
Contrary to the speed-to-resolution factor associated with call center agents and their ability to quickly answer customer queries, customers are spending more time on the Web because the tools they are using to find their answers are working.
Posted 08 Jan 2003

CRM News In Brief
SAP AG this week appoints William R. McDermott; NativeMinds Inc. has appointed four executives to aide in the company's growth; Help Desk Institute and Robert Half Technology, launch the HDI Career Center.
Posted 04 Oct 2002

Taking A Bite Out of Crime in Florida
Federal, state, and local governments have discovered the benefits of CRM and are using it to interact with and serve their constituencies.
Posted 22 Oct 2002

Call Center Show Serves up Critical Advice
Cross-sell at your own peril; get more out of technology and agents.
Posted 12 Sep 2002

Hot Prospects
Posted 01 Jul 2002

AMR: State of the CRM Union
To this end, AMR released a report entitled, 'It Was the Best of Quarters, It Was the Worst of Quarters,' detailing CRM vendors' rocky financial performance in Q1 this year. On the upside, CRM vendors did a noble job of pulling out decent numbers in what is arguably the slowest-selling quarter of the year, according to AMR.
Posted 03 May 2002

Solutions of the World: Part II
Through economic woes and political upheaval, CRM continues its march around the globe.
Posted 28 Dec 2001

Part V: Self-Service CRM: Where To Go Next?
Self-service CRM can harm as well as help your business.
Posted 03 Dec 2001

Enterprise Commerce Management
AMR analyst Lindsey Higgs explains how Enterprise Commerce Management could ease the pain of front- to back-office integration
Posted 25 Sep 2001

Campaign Management Software: A Comparative Analysis

Charlotte, N.C.-based Quaero, a marketing analytics and automation provider, has released its second annual report, Campaign Management Software: Comparative Analysis. Quaero says this report will better assist companies that are choosing a campaign management software solution.
Posted 09 Jul 2001

A CRM Starter Pack: Strategic Steps to Success
Despite CRM failure rates as high as 80%, application providers continue to sell CRM as the ultimate solution for business success. While CRM offers neither salvation nor snakeoil, consultant Carol Eberhardt offers ten factors your company should consider in order to reap the greatest benefits from a CRM initiative.
Posted 08 Jun 2001

Customer Service Award: Trip.com
Online travel purveyor Trip.com uses Brightware's e-mail management software to keep responses running on time.
Posted 19 Mar 2001

Turning Your Call Center into an Interaction Center
A look at how the new customer interaction centers fuses existing call center technologies with new Internet technologies, resulting in a flexible and fully integrated solution.
Posted 08 Feb 2001

Turning Call Centers into Interaction Centers
Adding interactive technologies to your call center will improve customer service, build loyalty and powerfully coordinate your customer service resources.
Posted 20 Dec 2000

Making Sense of e-Mail Management Software
Demand for e-mail management solutions is being driven by the recognition that companies must embrace e-mail as a mainstream channel as the number of consumers using it increases exponentially.
Posted 12 Dec 2000

Hot Prospects
The latest products and services
Posted 21 Nov 2000

Deep Niche Applications vs. the Broad Bundle
Why "niche" applications will continue to play a role in the marketing automation environment.
Posted 21 Nov 2000

News In Brief
Posted 01 Nov 2000

MarketWatch
A bulletin board of CRM implementations
Posted 01 Nov 2000

Online Self-Help Grows Up
An examination of the new generation of online self-help technology and how companies are using it to increase the bottom line.
Posted 25 Oct 2000

Online Self-Help Evolves
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Posted 28 Sep 2000

Learning Lessons from CRM Failures
CRM vendors, hoping to take control of training and ensure successful software implementations, are leading more end users toward virtual training solutions.
Posted 15 Sep 2000

Research Reveals Reasons for Lost Loyalty
A poor understanding of what drives customer loyalty, coupled with a failure to monitor retention rates, is resulting in businesses losing excessive numbers of customers and employees.
Posted 11 Aug 2000

eHobbies Delivers Christmas
A case study of eHobbies's successful pre-holiday launch.
Posted 01 Aug 2000

MarketWatch
A bulletin board of CRM implementations
Posted 20 Jul 2000

Bot At Your Service
Is it live? Or is it Eve?
Posted 19 Jul 2000

The Three Rs Go Virtual
As online training catches on in the CRM world, trainees are taking their seats in front of a computer to learn the basics of relationships, retention and ROI.
Posted 20 Jul 2000

Marketing Automation Deconstructed
A look at the variety of marketing automation applications including campaign management, e-mail marketing, personalization engines, collaboration and new product planning.
Posted 23 Jul 2000

The Varieties of Marketing Automation
Marketing automation doesn't just equal promotion automation; it's a whole lot more.
Posted 21 Jun 2000

Customer Service Means More at More.com
More.com, a web-based health and wellness e-tailer, recognizes that great customer service is part of the prescription for success.
Posted 28 Jun 2000

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 03 Jun 2000

News in Brief
Posted 06 Jun 2000

Giving Online Customers More
a web-based health and wellness e-tailer recognizes that great customer service is part of the prescription for success.
Posted 25 May 2000

Gain, No Pain
eGain's hosted e-mail application can take the pain out of managing growth in customer communications.
Posted 01 Apr 2000

The Latest Products and Services
Posted 25 Apr 2001

Pivotal and Incentive Systems Offer Global Solution
Posted 01 Jan 2000

The Latest Products and Services
Posted 16 May 2001

[CRM Buyer's Guide] | [CRM Directory] | [Home]