eGain Launches First Full-service ASP Network for Customer Service Solutions

Business Wire, Nov 2, 1999

SUNNYVALE, Calif.--(BUSINESS WIRE)--Nov. 2, 1999--

LEADER IN E-COMMERCE CUSTOMER SERVICE HOSTING OFFERS ASPS

PROVEN SOLUTIONS AND RAPID ENTRY INTO E-COMMERCE

CUSTOMER SERVICES MARKET

eGain Communications (Nasdaq:EGAN) today launched the eGain ASP Network(TM) -- the first full-service program to help Application Service Providers (ASPs) rapidly enter the explosive e-commerce customer service market.

An innovative program that provides ASPs with proven, world-class, web-based software and services, the eGain ASP Network will allow ASPs to rapidly and cost-effectively enter the explosive e-commerce customer services market. A pioneer in hosting mission-critical web-based, customer service solutions, the company has proven its products as well as its hosted delivery method in building the eGain Hosted Network -- the world's largest network for hosted customer service applications.

The ASP Network will provide ASPs with the fastest possible entry into the hosted customer service market, a complete suite of web-based products, world-class expertise and a global hosting infrastructure. eGain's ASP Network includes the eGain ASP Platform (an integrated platform for e-commerce customer service products) and the eGain ASP Program (a complete training and support program). The modular eGain ASP Network gives ASPs the ability to adopt just the components they need.

"eGain is the first company in the customer communications market to join a rapidly growing list of industry leaders such as Oracle, GTE, Sun Microsystems and Cisco who have made a commitment to the ASP market," said Kneko Burney, Director of Markets and Opportunities at Cahners In-Stat Group research firm. "eGain's focus on customer service, coupled with its extensive experience in hosting, give it an advantage in this market space. No other vendor can make such a compelling offer to ASPs for hosted online customer service solutions."

According to GartnerGroup, the ASP market will grow from $889 million last year to $2.7 billion by the end of this year. Gartner expects the ASP market to reach $22.7 billion by 2003 compounded annual revenue gain of 92 percent over five years.

"Providing customer service via email management and real-time web collaboration solutions is increasingly becoming a key requirement for businesses who want to effectively service their customers' needs online," said Dev Ittycheria, vice president and general manager at Breakaway Solutions. "As a full-service provider that offers a portfolio of consulting, systems integration and application hosting services, we are constantly seeking technologies that allow us to offer the best-of-breed solutions to help our customers better serve their own customers. eGain's proven track record of delivering Internet-based customer service solutions via a hosted delivery platform addresses two critical requirements for the adoption of technology solutions for a company such as ours."

"Our alliance with eGain is closely modeled after their ASP Network," said Gary Skidmore, president of Harte-Hanks Response Management. "As a long-time provider of hosted solutions, Harte-Hanks fully recognizes the power of the eGain ASP Network offering. eGain has been a world class provider of service and solutions."

About the eGain ASP Network

The eGain ASP Program delivers the complete set of services needed for ASPs to be successful in the e-commerce customer services market. eGain ASP Program components include training, technical support, consulting services, and sales and marketing support. The eGain ASP Program is also backed by the eGain ASP Certification Program, which assures our partner's customers that their ASP is a trained, effective supplier of e-commerce customer service solutions.

The eGain ASP Platform consists of powerful customer service solutions including the award-winning eGain Email Management System and the eGain Web Collaboration System. The eGain ASP Platform also includes access to the eGain Hosted Network, the world's largest network for hosted customer service. The eGain Hosted Network is a comprehensive infrastructure designed for secure, highly reliable e-commerce customer service delivery. It includes hardware, software, networking, system maintenance and administration, 7x24 support, and access to eGain's best practice expertise.

"We are offering the eGain ASP Network in response to strong demand from ASPs, who want to enter this burgeoning market," said Gunjan Sinha, president of eGain Communications. "eGain's solutions, developed from the outset to be delivered in a hosted environment, have a proven scalability, flexibility and reliability. Having built the world's largest customer service network, we have the experience and the infrastructure to help ASPs succeed. ASPs that partner with eGain receive the powerful combination of solutions perfectly matched to their needs and a company committed to their success."

About eGain

eGain (Nasdaq:EGAN) is a leading provider of customer service infrastructure for e-commerce. eGain's products and services help companies manage high volumes of customer emails and provide live assistance to Web site visitors. The solutions are available through the eGain Hosted Network, the world's largest network for hosted e-commerce customer service applications, or through customer site deployment. Companies use eGain solutions to build customer loyalty, to convert online visitors to online buyers, and to leverage customer information. eGain customers include AOL, Go2Net, Mazda, Microsoft, and RealNetworks. eGain's world headquarters is located in Sunnyvale, Calif. For more information about eGain, please visit http://www.egain.com or call the company's U.S. office at 888/603-4246 or European office 44 (0) 118 988 0266.