RealTime IT News

eGain Upgrades Customer Service Solution

Sunnyvale, CA-based eGain Communications Corp. delivered eGain Email Management System (EMS) 2.0, an expanded version of eGain's Web-based online customer service solution.

The company said its enterprise-class solution, now featuring artificial intelligence, enables businesses to rapidly deploy and scale the system, and manage and respond to large volumes of online customer inquiries.

The solution's integration technology, the eGain eCommerce Bridge, allows enterprises to use "no programming" integration tools to leverage existing IT investments in customer databases, e-commerce systems, CTI systems, and front office applications.

Corporate customers using the product include WebTV Networks, LendingTree, Shopping.com, Quote.com and USA Networks.

"In addition to dramatically expanding our product and service offerings, eGain has recently made huge strides in forging partnerships with industry leaders such as Remedy, INTERSHOP, Aptex, and Inference, to ensure that our customers have well-rounded, best-of-class solutions for handling online customer service," said Gunjan Sinha, president and co-founder of eGain.

The eGain eCommerce Bridge consists of a set of Web-based tools that allow administrators to configure data integration with external systems and to control how the data will be used within eGain EMS. Access to specific systems is handled by unique eGain "Adapters." eGain Adapters are available for the eGain eCommerce Bridge to enable fast, seamless integration into front office applications (Siebel, Remedy), CTI applications (Aspect), e-commerce solutions (Intershop, Microsoft Site Server), and corporate databases (Oracle, Microsoft SQL server). Additional Adapters will be available in the second and third quarters of this year.

eGain's AI is based on a technique called Statistical Vector Analysis, originally developed by Carnegie Mellon University in Pittsburgh. In addition to providing automatic suggestions and responses, the eGain AI can be applied to message categorization and reporting. The technique delivers consistent, predictable results, and helps to intelligently manage workflow.

Other new functionality includes a Spam Manager to effectively handle incoming SPAM as well as preventing automated systems from starting e-mail response- loop storms, which can generate thousands of unwanted e-mails.

eGain EMS 2.0 is set to be available on March 31. The application can be purchased for in-house deployment or outsourced to eGain starting at $2,900 per month. Customers can access eGain EMS 2.0 by joining the new Gain Hosted Network a service for hosted online customer service with no up front costs, no maintenance fees and no per seat charges.