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Aspect, eGain Will Integrate E-Commerce Products

Aspect Communications Corp. and eGain Communications signed a multimillion dollar, multi-year agreement to deliver eGain's Email Management System with the Aspect Customer Relationship Portal in an out-of-the-box integrated solution.

Aspect and eGain said in a statement that they "are the first companies in the CRM industry to deliver a solution with the breadth and depth that enables customer service representatives (CSRs) to become "super agents" who can effectively handle all forms of customer communication."

Combining eGain's e-mail solution with the Aspect Customer Relationship Portal enables companies to deliver a consistent customer experience, regardless of whether the customer uses a phone, e-mail, fax or the Web to contact the company, they said.

"The agreement between eGain and Aspect is significant because today, most customers use either e-mail or the telephone to contact a company," said Robert Mirani, director, Customer Relationship Management practice, Yankee Group. "Many companies with a call center and Web site still struggle with how to integrate these two media."

"As customer preference broadens to encompass e-mail and the Internet as well as phone, it is critical that companies provide tools to seamlessly manage customer communication across multiple channels," said Ashutosh Roy, CEO of eGain Communications.

The solution will increase the productivity of CSRs by automating appropriate tasks and delivering comprehensive information to the customer support team at the click of a button, the companies said.

When there are no customers in a phone queue, an agent can respond immediately to a customer e-mail message instead. Priority of a given media can be changed depending on business needs.