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Davox, eGain Sign E-Commerce Partnership Agreement

Davox Corp. a developer of customer-contact solutions, and eGain Communications Corp., provider of customer service infrastructure for e-commerce, signed a joint marketing and product integration pact.

The companies agreed to jointly market, sell and integrate eGain's real-time Web collaboration and e-mail management solutions with Davox's customer contact telephony capabilities.

The alliance will enable customer contact centers to deliver a higher level of customer service by using an integrated best-of-breed solution for phone, e-mail, and live web interactive capabilities, the companies said. Financial arrangements were not disclosed.

The eGain Email Management System (EMS) and Web and Collaboration System (WCS) complement Davox's forthcoming Ensemble customer contact solution, which integrates inbound/outbound telephony and data and Web-enabled capabilities for contact centers, the companies said.

"Since its inception, eGain has quickly become a reliable leader for e-commerce customer service solutions," said Jeffrey Anderholm, vice president of marketing for Davox. "With the recent acquisition of Sitebridge Corp., eGain has broadened its offerings by adding live Web collaboration, telephone call-back, interactive messaging, and voice over IP to its e-mail management system. Davox and eGain will enable customer service representatives to handle customer interactions in the most timely, professional and productive manner possible."