Released on: October 2, 2007, 8:13 am

Press Release Author: eGain Communications

Industry: Software

Press Release Summary: eGain's Best Practice Assessment StudyT (eGain BPAST)
provides a 360-degree assessment and an actionable roadmap to customer service
excellence and operational efficiencies



Press Release Body: Mountain View, Calif. (October 2, 2007) - eGain Communications
Corporation (OTC BB: EGAN.OB), provider of the industry\'s top-rated* customer
service and contact center software for in-house or on-demand SaaS deployment, today
announced a free Best Practice Assessment Study (eGain BPAST) available to
enterprise contact centers to support the Customer Service Week. Devoted to
recognizing the importance of customer service and honoring the people on the front
lines of the service revolution, Customer Service Week is an international event
that was started by the International Customer Service Association in 1988.
Offered to qualified enterprise contact centers, eGain BPAS is a no-cost,
no-obligation offer that provides an assessment of the following:

. The objectives of the customer service organization/contact center and how they
map to the strategic goals of the business
. Use of customer service best practices leveraged by leading companies known for
distinctive customer service
. The gaps in technology, process and people that the organization needs to address
in order to achieve its objectives

The eGain BPAS engagement involves the following steps:

. A contact center/customer service best practices expert from eGain will spend one
or two days on site to conduct the assessment. This will entail interviews with
stakeholders such as contact center managers and executives, technologists and
contact center agents.

. Within four weeks of the on-site visit, eGain will provide a BPAS report that will
not only include an assessment and gap analysis but also a step-by-step road map for
customer service innovation and excellence.

"eGain's world-class clients have taken customer and agent experience to new
levels," said Ashu Roy, CEO of eGain. "Many of them used eGain BPAS as a no-risk way
to get started. We are pleased to offer this program to recognize the Customer
Service Week."

In order to qualify, companies need to request a BPAS on or before October 31, 2007,
at the below URL:
http://www.egain.com/bpas


*Source:
2007 Forrester WaveT report on interaction-centric customer service management
software: #1 in \"strategy\", \"customer service\" product capabilities, \"architecture
and platform,\" \"product strategy\", \"corporate strategy,\" and \"customer base\"
2006 Forrester Wave report on eService: Rated as a leader in current offering and
strategy with the highest scores in 14 enterprise-critical criteria
2005 Forrester Wave on eService: Rated #1 in \"current offering\"
2005 Patricia Seybold Group Bull\'s Eye Reports on Cross-Channel, Cross-Lifecycle
Customer Service: Rated #1 in overall capabilities, knowledge management,
architecture and analytics



About eGain Service
eGain Service is the industry\'s most comprehensive customer interaction hub software
suite. Available on-premise or on-demand, eGain Service includes integrated,
award-winning applications for call tracking and resolution, contact center
knowledge management, multi-modal web self-service, email management, chat, web
collaboration, fax/postal mail management, notifications and service fulfillment.

eGain Service is built on eGain CIHT, the industry\'s most integrated and flexible
customer interaction hub platform. Based on a 100% J2EE architecture, it includes
out-of-the-box integration with leading business applications, content management
systems, and call center infrastructure solutions. With its fine-grained
service-oriented architecture (SOA), eGain CIH platform enables rapid development of
powerful applications. For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp


About eGain OnDemand
eGain® OnDemandT, the industry\'s first-ever hosted enterprise software, is a proven,
enterprise-class solution that has helped companies rapidly build customer
interactions hubs over the last nine years. Additional information on eGain OnDemand
can be found at:
http://www.egain.com/products/on_demand.asp


About eGain
eGain (OTC BB: EGAN.OB) is a leading provider of customer service and contact center
software for in-house or on-demand SaaS deployment. For more than a decade, the
world\'s largest companies have relied on eGain to transform their traditional call
centers, help desks, and web customer service operations into multichannel customer
interaction hubs. Based on the Power of OneT, the concept of one unified platform
for multichannel customer interaction and knowledge management, these hubs enable
dramatically improved customer experience, end-to-end service process efficiencies,
increased sales, and enhanced contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18
countries and serves more than 800 enterprise customers worldwide. To find out more
about eGain, visit www.eGain.com or call the company\'s offices: 800-821-4358 (US
headquarters), 1753-464646 (UK and Continental Europe).


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eGain, the eGain logo, and all other eGain product names and slogans are trademarks
or registered trademarks of eGain Communications Corp. in the United States and/or
other countries. All other company names and products mentioned in this release may
be trademarks or registered trademarks of the respective companies.

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eGain media contact
Jamie Abayan
Phone: 650-230-7532
Email: pr@egain.com


Web Site: http://www.egain.com

Contact Details: 345 E. Middlefield Road
Mountain View, CA 94043
Phone: 650 230 7500
Fax: 650 230 7600