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Enterprises often want to use one content management system to store all contentincluding customer-related documents such as orders, loan applications, contractsand new account requests. The Designed for EMC Documentum accreditation enablesattachments in customer emails in formats such as Microsoft Word , Adobe Acrobat Reader and others, to be archived in storage infrastructure allocated to the EMCDocumentum platform all from within eGain Service customer service software.Contact center agents are able to retrieve these documents into eGain Service, whenthey subsequently interact with customers.
eGain Service received design accreditation by meeting high standards forapplication design, development, configuration, installation processes and overallquality. As a member of the Designed for EMC program, eGain received specializeddesign consultation and guidance, along with access to dedicated EMC contentmanagement technical resources. eGain will also be able to include specialized Designed for EMC Documentum logos on packaging, marketing collateral, and otherpromotional materials pertaining to their accredited offering, signifying tocustomers that eGain Service meets high standards for architectural compliance withthe Documentum architecture and leverages development best practices.
By providing eGain Service as a packaged offering on the EMC Documentum platform,eGain is enabling contact centers to boost performance and customer experience,while curbing costs, by helping them leverage existing content assets in theenterprise, said Randy Ziegler, Director, Developer Platform Programs, EMC. Theoffering s status as Designed for EMC-accredited demonstrates eGain s commitmentto the Documentum platform and the quality of their offering. Partners such aseGain build solutions on the Documentum platform to enable customers to leverage therobust capabilities of EMC Documentum for managing their most critical and strategicinformation.
eGain is pleased to have joined the Designed for EMC program and to have attained Designed for EMC Documentum accreditation, said Ashu Roy, CEO of eGain. Havingachieved the first Designed for EMC Documentum accreditation in the contact centercustomer service space, eGain is committed to integrating with industry-leadingbusiness applications, content management solutions and call center infrastructuresystems to enable businesses to implement seamless service processes and deliverdistinctive customer experience, while controlling costs.
The Designed for EMC program helps ISVs, VSPs and SIs target, design, develop and goto market with successful offerings based on the EMC Documentum platform. As amember, partners can submit their offering to be considered for Designed for EMCDocumentum accreditation, which ensures their offering has met all requirements tobe certified on the Documentum platform. To learn more about eGain Service and theDesigned for EMC program, please visit:http://www.egain.com/pr oducts/multichannel_service.as p andhttp://software.emc.com/ap plicationportfolio.
*Source: 2007 Forrester Wave report on interaction-centric customer servicemanagement: Highest scores in "strategy", "customer service" product capabilities,"architecture and platform", "product strategy", "corporate strategy", "customerbase".2005 Forrester Wave report: Highest rating in "Current Offering" 2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel, Cross-LifecycleCustomer Service: Overall capabilities, knowledge management, architecture andanalyticsAbout eGain ServiceBased on the Power of One , the concept of one platform for multichannel customerservice and knowledge management, eGain Service is the industry's most comprehensivecustomer interaction hub software suite. eGain Service is the first solution tosupport short message service (SMS) customer service interactions, as well asnext-generation web self-service including chatbot-assisted service, email, chat,co-browsing, fax, postal mail, notification management, call tracking andresolution, knowledge management, and service fulfillment.eGain Service is built on eGain CIH 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 implementing best-in-class customer interaction hubs.For more information about eGain Service, please visit:http://www.egain.com/pr oducts/multichannel_service.as peGain OnDemand , the industry's first-ever on-demand eService software, is a proven,robust and scalable solution that has helped companies rapidly build customerinteractions hubs over the last nine years. Additional information on eGain OnDemandcan 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 SaaS deployment. For more than a decade, theworld's largest companies have relied on eGain to transform their traditional callcenters, help desks, and web customer service operations into best-in-class customerinteraction hubs. Based on the Power of One , the concept of one platform forunified multichannel customer interaction management, these hubs enable dramaticallyimproved customer experience, unified multichannel customer service, end-to-endservice 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 company's offices: 800-821-4358(corporate headquarters), 1753-464646 (EMEA headquarters).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. EMC and Documentum are registered trademarks of EMC Corporation. All other company names and products mentioned in this release may be trademarks orregistered trademarks of the respective companies. eGain media contactJamie AbayanPhone: 650-230-7532Email: pr@egain.com
