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.”
