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Design Within Reach believes that modern design is a 21st century movement, themission of which is to serve a broad audience without sacrificing personalization,using current technologies and production methods. The company sells primarily tohigh-value customers, who look for great customer experience while interacting withthe merchant. The company therefore views customer service as a critical element toits business growth.
Satisfied with the business value delivered by the email management application in aprevious version of eGainÂ's CIH suite, the company recently upgraded to eGainService 7 to continue to provide superior speed, quality, and consistency in emailcustomer service as well as internal employee communications. With advancedworkflow and service level management capabilities in eGain Service 7, Design WithinReach is routing and tracking customer service and internal employee inquiries, andare meeting service levels on a more consistent basis. While the solution improvesagent productivity with features such as  auto-suggest and  auto-respond , itsknowledgebase, also enables consistency of answers across agents. Design WithinReach plans to add other interaction channels such as chat, cobrowse, and webself-service to its eGain deployment.
 As a multichannel provider of furnishings and accessories, Design Within Reachbelieves in delivering integrated and memorable customer service through online andoffline interaction channels, said Bethany Kemp, director, IT Project Management atDesign Within Reach.  With eGain, we deliver responsive email customer servicetoday and plan to add other interaction channels to build out an eGain-enabledcustomer interaction hub for a unified multichannel customer experience.Â
 Working with an industry innovator such as Design Within Reach is rewarding andvalidating, said Ashu Roy, eGain CEO.  We look forward to enabling continuedservice excellence at Design Within Reach with our solutions.Â
About Design Within Reach, Inc.Design Within Reach, Inc., founded in 1998 and headquartered in San Francisco, is anintegrated, multi-channel provider of distinctive modern design furnishings andaccessories. Using a single common "in stock and ready to ship" inventory, thecompany markets and sells its products to both residential and commercial customersnationwide through http://www.dwr.com/, the DWR catalog, and 64 Studios.
About eGaineGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand SaaS deployment. Trusted by prominententerprises worldwide, eGain has been helping businesses achieve and sustaincustomer service excellence for more than a decade. 24 of the 50 largest globalcompanies rely on eGain to transform their traditional call centers, help desks, andweb customer service operations into multichannel customer interaction hubs. Thesehubs enable dramatically improved customer experience, unified multichannel customerservice, end-to-end service process efficiencies, and enhanced contact centerperformance.
Headquartered in Mountain View, California, eGain has an operating presence in 18countries and serves more than 800 enterprise customers worldwide. To find out moreabout eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (UnitedStates), 1753-464646 (UK and 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 comprehensive,integrated and flexible customer interaction hub platform. Based on a 100% J2EEarchitecture, it includes out-of-the-box integration with leading businessapplications, content management systems, and call center infrastructure solutions. With its fine-grained service-oriented architecture (SOA), eGain CIH platformenables rapid development of powerful applications.
For more information about eGain Service, please visit:http://www.egain.com/pr oducts/multichannel_service.as p
*Source: 2005 Patricia Seybold Group's bull's eye reports on cross-channel,cross-lifecycle customer service - overall capabilities, knowledge management,architecture and analytics; 2005 Forrester Wave report on eService
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.
Media contact:
Maeve Naughton eGain Communications CorporationPhone: 650-230-7449Email: pr@egain.com
