Independent Research Firm Gives eGain Top Score for Email Response Management in 2004 eService TechRankings

Market Wire, September, 2004

eGain Communications Inc., (OTC BB: EGAN), a leading provider of customer service and contact center software for in-house or on-demand hosted deployment, announced today that its multi-channel customer service suite received the top score for email response management (4.8 out of 5.0) among all vendors, and the top scores for knowledge base (4.1), search technology (4.4), and reporting and analysis (2.8) categories among publicly held eService vendors. eGain was among select companies that Forrester invited to participate in its TechRankings evaluation. eGain's solution also scored high in agent collaboration tools (3.8), interaction tracking and customer history (3.6), and technology and architecture (3.6). Forrester analyzed the strengths and weaknesses of each vendor's products through a hands-on, scenario-based evaluation process against more than 130 criteria.

"eGain receives strong ratings for product functionality and technology and remains a good choice for large multi-channel contact centers that require a scalable solution," wrote John Ragsdale, VP and Research Director at Forrester Research, in the August 2004 report titled "Scorecard Summary: eGain Service 7 Suite."

Among other statements in the report on eGain's solution:

--  Excellent knowledge base and content management: Building upon its
    case-based reasoning approach to knowledge management, eGain offers
    comprehensive tools for authoring and publishing content with granular
    controls to limit access to content by user or groups of users.

--  eGain's capabilities for interaction tracking tested well, with
    incident management similar in look and feel to customer service solutions.

--  Pre-built data adapters are available to capture external interactions
    in eGain's consolidated customer history, and drag-and-drop workflow tools
    are similar to business process modeling tools found in CRM vendors.
    

"Over the last three years in a challenging market, we invested in building the eGain Service Management Platform," said Ashu Roy, CEO of eGain. "Forrester's TechRankings rating validates our long-term strategy as we now leverage our unique platform to rapidly deploy innovative eService applications in partnership with our customers."

eGain's solution enables companies to:

--  Provide consistent, effective and efficient customer service across
    channels using a centralized knowledgebase, and a common, complete view of
    customer interactions
--  Improve agent productivity
--  Reduce the need for agent-assisted service through comprehensive and
    flexible self-service
--  Automate service processes end to end, including interaction
    management, knowledge management and service fulfillment
--  Reduce the overall cost of providing service
    

Available for on-demand hosted or in-house deployment, the suite includes integrated, best-in-class applications for comprehensive and flexible web self-service, email management, knowledge content management, live web collaboration through chat and co-browsing, automation of fax and paper-based service interactions, and service fulfillment. These robust applications are built on the eGain Service Management Platform(TM) (eGain SMP(TM)), a scalable, next-generation framework that includes end-to-end service process modeling and management, multi-channel, multi-site contact center management, common knowledge repository and content management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems.

About eGain Communications Corporation

eGain (OTC BB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand hosted deployment. Trusted by prominent companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for over a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into profit centers, and extend their service-based competitive advantage. eGain Service 6(TM), the company's software suite includes integrated, best-in-class applications for customer email management, knowledge management, web self-service, live web collaboration through chat and co-browsing, automation of fax and paper-based service interactions, and service fulfillment. These robust applications are built on the eGain Service Management Platform(TM)(eGain SMP(TM)), a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To learn more about eGain, visit http://www.eGain.com or call the company's offices-United States: (888) 603-4246 ext. 9; London: 44 (0) 1753-464646; Tokyo: 81-3-5778-7590.