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,, 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.

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