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An Internet retailing pioneer, Cooking.com prides itself on providing trulyoutstanding customer experiences. Satisfied with the business value delivered byeGainÂ's award-winning** email management capability in a previous version of eGainÂ'scustomer interaction hub (CIH) software suite, Cooking.com recently upgraded toeGain Service 7.6 to take its email customer service to the next level of qualityand responsiveness with better service level compliance. The new version of eGainService enables Cooking.com to:
 Set, track, and manage service levels, proactively fixing likely slippages beforethey happen Improve email routing with automatic classification of freeform inquiries throughthe advanced pattern-matching capabilities of eGain Workflow Engine Provide differentiated service to customers based on their value
The company also plans to add chat and other interaction channels in the future tobuild out a multichannel customer interaction hub, powered by eGain.
 With more than 90,000 kitchen items, cookbooks, and home products available on oursite, we are constantly striving to achieve more efficiency and responsiveness inanswering email queries, said Kirk Oshiro, Director of Customer Service atCooking.com.  With the new version of eGain Service, we will be able to processmore than 10,000 emails monthly in an effective and efficient manner, whileconsistently meeting service levels.Â
 Cooking.com has been operating branded storefronts such as StarbucksStore.com andKitchenEtc.com over the last few years. Recently we launched a partnership withGeneral Mills, starting with BettyCrockerStore.com in April and PillsburyStore.comin May of 2007. There will be other opportunities with other store fronts tofollow, said Mr. Oshiro.  eGain Service 7.6 will allow us to more efficientlyhandle customer service for these multiple brands.Â
 Cooking.com and eGain go back a long way, and we are pleased to have such a leaderin online retail in our client base, said Ashu Roy, eGain CEO.  We look forward toenabling continued service excellence at Cooking.com by helping them add morechannels to their customer interaction hub.Â
About Cooking.comFounded in 1998 and located in Santa Monica, CA, Cooking.com, the leading onlinemarketplace for the kitchen, operates five uniquely branded websites: Cooking.com,KitchenEtc.com, StarbucksStore.com, Pillsburystore.com and Bettycrockerstore.com. Cooking.com offers its customers access to over 90,000 products for the kitchen aswell as recipes, menus, articles and a growing library of user-generated cookingcontent and on-line tools. Cooking.com is committed to providing its customers withan exceptional experience and is the recipient of the 2006 i.Merchant Gold award foroverall excellence as an online retailer.
About eGaineGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand SaaS deployment. For more than a decade, theworldÂ's largest companies have relied on eGain to transform their traditional callcenters, help desks, and web customer service operations into multichannel customerinteraction hubs. These hubs enable dramatically improved customer experience,unified multichannel customer service, end-to-end service process efficiencies, andenhanced contact center performance.
Headquartered in Mountain View, California, eGain has an operating presence in 18countries. To find out more about eGain, visit www.eGain.com or call the company'soffices: 800-821-4358 (US headquarters), 1753-464646 (UK and the rest of Europe).
About eGain Service eGain Service is the industry's most comprehensive customer interaction hub softwaresuite and the first solution to support short message service (SMS) customer serviceinteractions, as well as next-generation web self-service, chat, co-browsing, email,fax, postal mail, notification management, call tracking and resolution, knowledgemanagement, and service fulfillment.
eGain Service is built on eGain CIHÂ Platform, the industry's most integrated andflexible customer interaction hub platform. Based on a 100% J2EE architecture, itincludes out-of-the-box integration with leading business applications, contentmanagement systems, and call center infrastructure solutions. With its fine-grainedservice-oriented architecture (SOA), eGain CIH platform enables rapid development ofpowerful applications.
For more information about eGain Service, please visit:http://www.egain.com/pr oducts/multichannel_service.as p
eGain OnDemandÂ, the industry's first-ever SaaS offering of eService software, is aproven, robust, and scalable solution that has been used by companies of all sizesto rapidly build customer interactions hubs over the last nine years. Additionalinformation on eGain OnDemand can be found at:http://www.egain.com/produ cts/on_demand.asp
*Source: 2007 Forrester Wave report on interaction-centric customer servicemanagement: Highest scores in  strategy ,  customer service product capabilities, architecture and platform ,  product strategy ,  corporate strategy ,  customerbase .2005 Forrester Wave report: Highest rating in  Current Offering 2005 Patricia Seybold Group BullÂ's Eye Reports on Cross-Channel, Cross-LifecycleCustomer Service: Rated #1 in overall capabilities, knowledge management,architecture and analytics
** Source: 2006 and 2005 Forrester Wave, 2004 Forrester TechRankings
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eGain, the eGain logo, and all other eGain product names and slogans are trademarksor registered trademarks of eGain Communications Corp. in the United States and/orother countries. All other company names and products mentioned in this release maybe trademarks or registered trademarks of the respective companies.
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Media contacts
Jamie Abayan John Gabaldon eGain Cooking.com/Tag PRPhone: 650-230-7532 Phone: 323 939-5566Email: pr@egain.com Email: john@tagpr.com
