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Customer Interaction Solutions editors selected companies who demonstrate thevision, leadership, and attention to detail that are the hallmarks of theprestigious Product of the Year award winners.
 The Product of the Year awards represents the best that this industry has to offer. The companies earning this distinction have demonstrated a commitment to qualityand to furthering the development of the call center and CRM industry through theircontributions. These winners are very deserving of this great honor, and I lookforward to seeing more innovative solutions from them as they continue to contributeto the future of call center and CRM industry technologies, stated TraceySchelmetic, Editorial Director, Customer Interactions Solutions.
Jointly conceived and developed by eGain and its blue-chip customers, eGain Service7.6 directly addresses the mindset of todayÂ's consumers, who expect a broad choiceof communication channels and superior service quality when interacting with theirfavorite brands. The software suite combines deep knowledge management and processautomation tools with a rich set of applications for managing the ever-growingvolume of interactions through traditional as well as emerging communicationchannels. The customer interaction hub (CIH) approach centralizes channelmanagement, knowledge bases, business rules, and analytical engines, and drasticallyreduces the cost of managing multiple channels while improving customer experienceand process efficiencies.
eGain Service 7.6 is the industryÂ's first solution to support short message service(SMS) customer service interactions as well as next-generation web self-service,chat, cobrowsing, email, fax, postal mail, notification management, call trackingand resolution, knowledge management, and service fulfillment. The solution can bedeployed on-demand or on-premise. Details about eGain Service 7.6 are available athttp://www.egain.com/produc ts/index.asp.
 Customer interaction hub architecture will become the preferred way of retoolingenterprise contact centers, said Ashu Roy, CEO of eGain.  ItÂ's a great honor foreGain Service 7.6 to be named a winner of the Customer Interaction Solutions 2006Product of the Year Award.Â
A full list of Product of the Year Award winners will be published in the Januaryand February 2007 issues of Customer Interaction Solutions (www.cismag.com).
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 prominent enterprisesworldwide, eGain has been helping businesses achieve and sustain customer serviceexcellence for more than a decade. 24 of the 50 largest global companies rely oneGain to transform their traditional call centers, help desks, and web customerservice operations into multichannel customer interaction hubs. These hubs enabledramatically improved customer experience, unified multichannel customer service,end-to-end service process efficiencies, 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 companyÂ'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, cobrowsing, email,fax, postal mail, notification management, call tracking and resolution, knowledgemanagement, and service fulfillment.
Available for on-premise or on-demand SaaS deployment, eGain Service is built oneGain CIHÂ Platform, the industry's most comprehensive, integrated and flexiblecustomer interaction hub platform. Based on a 100% J2EE architecture, it includesout-of-the-box integration with leading business applications, content managementsystems, 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
*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
Media contacts:
Maeve NaughtoneGain Communications CorporationPhone: 650-230-7449Email: pr@egain.com
