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A graphical representation of vendor ratings and the report can be found at:http://www.egain.com/best_ practices/research_forrester_w ave_2007q2.asp
eGain was among the select companies that Forrester invited to participate in thisreport that evaluates customer service management vendors across 180 criteria. On ascale of 0-5, eGain received the highest score of 4.29 in  strategy, versus thelowest score of 2.83 and the second highest score of 4.12 in this category. eGainalso received the highest scores in  customer service product capabilities (4.18),architecture and platform (4.13), product strategy (4.5), and corporate strategy(4.35). In addition, the company received a near-top score of 4.13 in the  currentoffering category, versus the top score of 4.15 and the lowest score of 3.28.
 eGain provides a complete suite of customer service and contact center softwarethat sits on top of a common architecture and infrastructure In addition tomaintaining a strong customer service platform, co-innovation with customers alongwith an extensive partnering network has allowed eGain to develop and deliverbest-of-breed customer interaction tools, wrote Chip Gliedman, VP and ResearchDirector at Forrester in The Forrester Wave Vendor Summary, Q2 2007, titled  eGainLeads in Interaction-Centric Customer Service Management Software.Â
"We are pleased to have been selected by Forrester as a leader ininteraction-centric customer service management space," said Ashu Roy, CEO of eGain."We are proud of our top ratings in critical areas such as  strategy and  customerservice product capabilities, and will continue our track record in productdelivery and ongoing innovation with customers and partners.Â
Among benefits of eGain Service software suite are the following:
 Foster self-service adoption through multi-modal web self-service Improve contact center agent productivity  Ensure compliance and security in customer interactions  Enhance customer experience and retention  Reduce escalations, field visits, and service costs  Increase revenue through upsell and cross-sell at the point of service
About eGain ServiceeGain 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 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/pr oducts/multichannel_service.as p
eGain OnDemandÂ, the industry's first-ever on-demand eService software, is a proven,robust and scalable SaaS solution that has been used by companies of all sizes torapidly 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
About eGaineGain (OTC BB: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand SaaS deployment. For over 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. 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: London: +44 (0) 1753 464646; Dublin: +353 1 8472290; United States: +1 800821 4358.
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:Jamie AbayanPhone: 650-230-7532Email: pr@egain.com
