Playboycom Deploys eGain Mail to Maximize the Value of Email Customer Interactions

MOUNTAIN VIEW, CALIF. (February 27, 2006) - eGainCommunications Corporation (OTC: EGAN.OB), provider of the industryÂ's top-ratedcustomer service and contact center software* for in-house or on-demand deployment,announced today that Playboy.com has successfully deployed eGain MailÂ, theindustry's top-rated email management software**, to manage and respond to customeremails and run customized promotions to grow revenue. The company needed a provenemail management solution to handle the high volume of customer email queries aboutissues such as subscriptions, promotional offers and content. After an extensiveevaluation of multiple offerings in the market, Playboy.com selected eGain Mail.

Playboy.comÂ's customer service department receives 20,000 emails a month on average,and is expecting that volume to double in 2006. The organization is confident thatit can handle the rapidly increasing volume without additional agents with the helpof eGain Mail. With a combination of workflows, multichannel knowledge base,suggested and automated responses, and customized promotional footers, Playboy.comwill be able to meet service levels as well as make more effective use of emails tomaximize the value of interactions for both the customers and the business.

 With eGain, we donÂ't need dedicated people to distribute and route customer emailsas they come in, said Bob Nitekman, Director of Operations for Playboy.com.  Ourspecialists will be able to focus on the questions that come their way and handlethem quickly with the help of the eGain knowledge base.Â

 Email has emerged as an extremely popular channel for customer interaction, secondonly to the phone, and providing excellent service through email and other onlinechannels is absolutely critical to the success of any business, said Ashu Roy, CEOof eGain.  We are delighted that Playboy.com has chosen eGain Mail formission-critical email management and look forward to working with them to build amultichannel customer interaction hub.Â

Used by leading companies around the world, eGain Mail enables contact centers tointelligently route incoming emails and process them effectively, efficiently, andconsistently. Key capabilities include categorization, auto-suggestions,auto-respons es, secure messaging, multi-language support, multi-tenancy, extendedtask management, comprehensive reporting, workflow for regulatory compliance andquality control, and out-of-the-box integrations with leading CTI and businesssystems. eGain Mail is an integral part of eGain ServiceÂ, the industryÂ'stop-rated customer service software for rapidly building unified multichannelcustomer interaction hubs. These hubs dramatically reduce customer interaction costsand enhance customer experience, service quality and contact center efficiencies.

About eGain eGain (OTC: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand deployment. Trusted by prominent enterprises andgrowing midsize companies worldwide, eGain has been helping organizations achieveand sustain customer service excellence for more than a decade. 24 of the 50largest global companies rely 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.

eGain Service 7, the company's software suite, includes integrated, best-in-classapplications for web self-service, email management, knowledge management, live webcollaboration through chat and cobrowsing, automation of fax and paper-based serviceinteractions, case management, and service fulfillment. These robust applicationsare built on the eGain Service Management Platform (eGain SMPÂ), a scalablenext-generation framework that includes end-to-end service process management,multichannel and multisite contact center management, and certified out-of-the-boxintegrations with leading call center, content, and business systems

eGain OnDemandÂ, the industry's first-ever on-demand eService software, is a proven,robust and scalable solution that has been used by companies of all sizes to rapidlybuild customer interaction hubs for over eight years.

Headquartered in Mountain View, California, eGain has an operating presence in 18countries and serves over 800 enterprise customers worldwide. To find out moreabout eGain, visit www.eGain.com or call the company's offices: United States:800-821-4358; UK and the rest of Europe: 1753-464646.

*Source: 2005 Forrester Wave report on eService and 2005 Patricia Seybold Group'sbull's eye reports on cross-channel, cross-lifecycle customer service on overallcustomer service capabilities, knowledge management, architecture, and analytics**Source: ERMS rankings in 2004 Forrester TechRankings on eService

Media Contacts

Karen Thrash eGain Communications Tel: 650-230-7528 Email: pr@egain.com

Jay Jay NesheimPlayboy EnterprisesTel: 212-261-4933 Email: jayjayn@playboy.com

Source: Express-Press-Release.com

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