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Quixtar offers a large network of Independent Business Owners (IBOs) the ability tohave web-based businesses of their own. Quixtar provides IBOs access to exclusivebrands like NUTRILITEÂ vitamins and dietary supplements and ARTISTRYÂ skin care andcosmetics, hundreds of nationally recognized brands, and more than 100 PartnerStores such as Barnes & Noble.com, Circuit City, and Office Depot. With eGain Mail,Quixtar manages inbound and outbound email through its Customer Support area moreefficiently.
eGain Mail works with Quixtar's use of Amdocs ClarifyCRM customer relationshipmanagement software to provide Quixtar Customer Care Associates (CCA) an integratedview of each customer's interactions with Quixtar. When Quixtar launched itsimproved website in 2004, web traffic increased, resulting in a spike in emails toCustomer Support. Quixtar was able to handle the increased demand and cut responsetimes through rule-based routing and resolution processes, modeled with eGain'sworkflow engine. In other words, eGain Mail sorts emails received by QuixtarCustomer Support and routes them to the CCAs, who can respond most efficiently basedon email topic and each CCA's email and call queue. eGain Mail's web architecturealso enables CCAs to access their system from work or home. Quixtar expects to beable to handle a further 50% increase in email traffic without increasing overallservice costs.
"Over 70 percent of our sales of more than $1 billion come through the web channel.It is absolutely essential for us to be very responsive to IBOs via email," saidHeather Anderson, Chief Information Officer at Quixtar. "eGain provides anout-of-the-box solution with all the necessary tools for us to integrate all ourcustomer contacts. The simplicity and comprehensiveness of their system has enabledus to deploy it rapidly, while leveraging our existing call center infrastructure."
"The retail sector continues to experience explosive growth in customer and partnerinteractions through electronic channels. Moreover, many of these interactions spanmultiple touch points, requiring businesses to implement multichannel interactionhubs that deal with both email and phone inquiries," said Ashu Roy, CEO of eGain."We are pleased to help Quixtar not only handle the increased service volume butalso provide effective multichannel customer service."
About QuixtarQuixtar Inc., (www.quixtar-inc.com) a subsidiary of Alticor Inc., is a businessopportunity company that offers entrepreneurs the ability to have a web-basedbusiness of their own. Through Quixtar's Independent Business Ownership Plan,individuals are rewarded for product sales resulting from their business-buildingefforts.
Si nce 1999, Independent Business Owners powered by Quixtar have generated more than$5.7 billion in sales, earning in excess of $1.7 billion in bonuses and otherincentives. Their efforts have made Quixtar the number one retailer in the onlineHealth & Beauty category based on sales, and 14th among all ecommerce sites,according to Internet Retailer's "Top 400 Guide."
Based near Grand Rapids, Mich., Quixtar currently supports independent businesses inthe US, Canada, Puerto Rico, and various trust territories and independent islandnations in the Pacific and Atlantic Oceans and Caribbean Sea. Quixtar Canada Corp.headquarters are located in London, Ont., Canada.
About eGain Communications Corporation 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 50 largestglobal companies rely on eGain to transform their traditional call centers, helpdesks, and web customer service operations into multichannel customer interactionhubs. These hubs enable dramatically improved customer experience, unifiedmultichannel customer service, end-to-end service process efficiencies, and enhancedcontact center performance.
eGain ServiceÂ, the company's software suite, includes integrated, best-in-classapplications for web self-service, email management, knowledge management, chat andweb collaboration, automation of fax and paper-based service interactions, casemanagement, and service fulfillment. These robust applications are built on eGainService Management Platform (eGain SMPÂ), a scalable next-generation framework thatincludes end-to-end service process management, multichannel and multisite contactcenter management, and certified out-of-the-box integrations with leading callcenter, content, and business systems. eGain OnDemandÂ, the industry's first-everon-demand eService software, is a proven, robust and scalable solution that has beenused by companies of all sizes, in the last eight years, to rapidly build customerinteractions hubs.
Headquartered in Mountain View, California, eGain has an operating presence in 18countries and serves over 800 enterprise customers worldwide. To find out more abouteGain, visit www.eGain.com or call the company's offices: 800-821-4358 (UnitedStates), 1753-464646 (UK and rest of Europe).
*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group'sbull's eye reports on cross-channel, cross-lifecycle customer service - overallcapabilities, knowledge management, architecture and analytics**Source: Rankings on ERMS in 2004 Forrester TechRankings 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 contacts
eGainCarey Godbee Tel: 760-758-4406Email: godbee@b3communications.com
QuixtarQuixtar Public RelationsTel: 616-787-7134Email: pr@quixtar.com
