Independent research firm rates eGain a leader in interaction-centric customer service software solutions

tain View, California (October 23, 2008) - eGainCommunications Corporation (OTC BB: EGAN.OB), a leading provider of multichannelcustomer service and knowledge management software on-premise or on-demand,announced today that the company was named a leader in interaction-centric customerservice software solutions in the October 2008 report "The Forrester Wave(tm): CustomerService Software Solutions, Q4 2008". The company received the highest score in thecategory of "current offering," as well as in the sub-categories of "customerservice," "architecture and platform," "cost," "product strategy" and "employees" ininteraction-centric customer service management software. eGain was among the select companies that Forrester invited to participate in thisreport that evaluates customer service management vendors across approximately 180criteria. On a scale of 0-5, in the interaction-centric solutions evaluation, eGainreceived the highest score of 4.65 in "current offering," versus the lowest score of2.35 in this category. eGain also received the highest scores in "customer service"product capabilities (4.70), architecture and platform (4.74), product strategy(5.00), cost (4.66), and employees (4.00). In addition, the company received a scoreof 4.60 in the "strategy" category. In addition, eGain received the top score in several key sub-categories in "currentoffering", such as knowledgebase (5.0), business process and workflow tools (4.4),Web 2.0 tools and applications (5.0), and deployment options (5.0). eGain also tiedfor the top score in several key sub-categories in "current offering" such as emailresponse management (5.0), phone agent support (4.0) and country support (5.0). "Today, customers want integrated, seamless customer experiences...eGain's customerinteraction hub centralizes customer data, knowledge management, business rules,fulfillment, and feedback management, providing consistent service across allinteraction channels...eGain is an application best suited for large multichannelcontact centers that require a scalable solution and complete suite of customerservice and contact center software that sits on top of a common architecture andinfrastructure.," wrote Dr. Natalie Petouhoff, Ph. D., Senior Analyst at Forrester.Benefits of the eGain Service(tm) software suite include the following: Enhance customer experience, acquisition, and retention  Improve contact center agent productivity  Increase self-service adoption  Increase revenue through upsell and cross-sell at the point of service  Ensure compliance and security in customer interactions  Reduce unwarranted field visits, product returns, and associated costs"We are honored to have been selected by Forrester as a leader in theinteraction-centric customer service management space," said Ashu Roy, Chairman andCEO of eGain. "We are proud of our top ratings in several enterprise-critical areasand plan to continue our track record with customers and partners through ongoingcollaboration and innovation."About eGain Service(tm)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 CIH(tm) Platform, the industry's most flexible andintegrated 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/pro ducts/multichannel_service.asp About eGain OnDemand(tm)eGain OnDemand, the industry's first-ever on-demand customer service software, is aproven, robust and scalable solution that has been used by companies to rapidlybuild customer interactions hubs over the last ten years. Additional information oneGain OnDemand can be found at: http://www.egain.com/products/ on_demand.aspAbout eGaineGain (OTCBB: EGAN.OB), is a leading provider of customer service and contact centersoftware for in-house or on-demand deployment. For more than a decade, the world'slargest companies have relied on eGain to transform their traditional call centers,help desks, and web customer service operations into multichannel customerinteraction hubs. Based on the Power of One(tm), the concept of one unified platformfor multichannel customer interaction and knowledge management, these hubs enabledramatically improved customer experience, end-to-end service process efficiencies,increased sales, and enhanced contact center performance.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 (USheadquarters), 1753-464646 (UK and Continental Europe).# # #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.# # #eGain media contact: Connie Pheng Phone: 650-230-7449 Email: cpheng@egain.com

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