Released on: June 16, 2008, 5:50 am

Press Release Author: eGain Communications

Industry: Software

Press Release Summary: eGain to enable next-generation customer service for
Creditsafe through unified web self-service, chat and online collaboration

Press Release Body: Mountain View, CA and Slough, UK -June 16th 2008 - eGain (OTC
BB: EGAN.OB), the leading provider of multichannel customer service and knowledge
management software for on-premise or on-demand deployment, today announced that
Creditsafe, the business credit information expert, is implementing on-demand
versions of eGain SelfServiceT and eGain ChatT to offer its customers a
sophisticated web self-service portal and live assistance through chat and online
collaboration. This will enable Creditsafe to provide an enhanced customer
experience; improve agent efficiencies and increase customer loyalty, whilst also
reducing service costs and building revenue.
Creditsafe conducts business over the telephone and delivers services online. With
over 25,000 customers in the UK, the volume of incoming calls puts pressure on call
centre agents who are also responsible for subscription renewals, cross-selling and
tele-sales. After a competitive tender process, Creditsafe selected eGain to
provide alternative methods of interacting with customers to reduce the number of
incoming calls and enable greater agent productivity across both customer service
and sales functions.
Rhydian Perry, CRM director for Creditsafe UK, comments, "We soon found our agents
were spending a disproportionate amount of time dealing with issue-based queries
often of a similar nature, and wanted to better allocate our resources. eGain's
self-service solution made perfect sense, not only to provide our customers with a
broader choice of service method, but to also direct a large number of telephone
queries to the web portal, enabling agents to concentrate on resolving more complex
customer enquiries and dedicate more time to adding value to the business."
The chat solution will provide Creditsafe customers with a unique, interactive and
personal way to get live assistance online through a variety of means including text
chat, phone callback, escorting, and online collaboration for form-filling and other
transactions. The system\'s powerful, query-specific routing will ensure the
customers are connected easily and seamlessly to the right agent every time. In the
same way, the self-service portal provides a secure and personal environment, which
simply and quickly finds information through multi-modal access methods including
dynamic FAQs, browse and search.
Perry explains, "For our customers, time is money, and our products are renowned for
being reliable, quick and easy to access. The addition of eGain's customer service
software will only strengthen this ethos through intuitive web self-service and
timely online help, when customers need it. This will also free our agents to be
more efficient and ultimately more professional."
Andrew Mennie, Vice President and General Manager, EMEA at eGain concludes,
"Creditsafe is a dynamic and fast growing business and, as such, eGain is a strong
cultural fit for the company and its growing customer base that relies on fast,
accurate and timely information. Embracing the next generation of web customer
service will not only improve customer service, loyalty and retention at Creditsafe,
but also enable its agents to focus more on sales and drive the business forward."

About eGain
eGain (OTC BB: EGAN.OB) is the leading provider of multichannel customer service and
knowledge management 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 centres, 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 centre 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).
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.
eGain Media contact:
Connie Pheng
Phone: 650-230-7449
Email: pr@egain.com




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

Contact Details: eGain Media contact:
Connie Pheng
Phone: 650-230-7449
Email: pr@egain.com