Verification emphasizes industry’s growing demand for knowledge management solutions that deliver improved service quality and reduced costs
Mountain View, Calif. (April 8, 2009): eGain Communications Corporation (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, on-site and on-demand, announced today that its knowledge management solution, eGain® Knowledge™, has been recognized as “Knowledge-Centered Support (KCS) Verified” by the Consortium for Service Innovation (CSI).
The Consortium is a non-profit alliance of support organizations and technology providers. Since 1992, they have worked to develop KCS into a best practice methodology for creating and maintaining knowledge in a support environment. KCS is a critical part of day-to-day operation in support centers—it helps businesses maximize operational efficiency by improving their effectiveness in solving problems. In turn, organizations are able to reduce support costs and enhance their overall service quality.
“The Consortium for Service Innovation is pleased to have eGain as one of our KCS Verified Vendors. The Verification process is thorough and challenging, and by submitting to the program eGain has aligned themselves with forward thinking service enablers that have become strategic partners with service providers to turn information into knowledge,” said Greg Oxton, Executive Director of the CSI.
Through Inference Corporation, a knowledge management (KM) pioneer that merged with eGain in 2000 and subsequently through a unified multichannel KM platform in eGain Knowledge, eGain has been delivering innovative KM solutions to enterprises for two decades. The company has a number of patents in KM, including many in the area of case-based reasoning, and was the first provider to introduce interactive knowledge management solutions for contact center agents in 1990 and for web self-service in 1995. Rated #1 by analysts*, eGain’s KM solution is used in many enterprises for unified agent-assisted customer service and web self-service. eGain Knowledge 7.6 achieved KCS verification, based on rigorous testing.
“eGain has always recognized the central role of knowledge in providing efficient and effective customer service,” said Ashu Roy, Chairman and CEO of eGain. “This verification from the Consortium for Service Innovation shows that we are not only aligned with an emerging industry standard for knowledge management, but also dedicated to offering the best solutions to our customers.”
Additional information on eGain’s knowledge management solution is available at:
http://www.egain.com/products/knowledge_management.asp
*Rated #1 by Patricia Seybold Group in 2005 Bull’s Eye Report on Knowledge Management for Customer Service.
Rated #1 in “knowledgebase” in the October 2008 report “The Forrester Wave™: Customer Service Software Solutions, Q4 2008”.
Rated #1 in the report “The Forrester Wave: Customer Service Management Software”, Q2 2007 for Interaction-Centric CSM Software.
About the Consortium for Service Innovation
The Consortium is a non-profit alliance of support organizations and technology providers. To improve the customer experience, the members work together in collaboration to develop operational models. This innovative work bridges emerging academic principles to practices which optimize business results. For more information about the Consortium, please visit their web site at www.serviceinnovation.org.
About eGain
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of 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 (CIH). Based on the Power of One™—the concept of one unified platform for customer interaction and knowledge management—eGain solutions help improve customer experience, optimize end-to-end service process, increase sales, and enhance contact center performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. 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).
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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:
Connie Pheng
Phone: 650-230-7449
Email: [email protected]
