IDG's InfoWorld Names Aliant's Knowledge Base Redesign as One of the 100 Most Innovative Corporate IT Solutions for 2005

Market Wire, December, 2005

eGain Communications Corporation (OTC BB: EGAN), provider of the industry's top-rated customer service and contact center software* for in-house or on-demand deployment, today announced that its deployments at long-standing customer Aliant was recognized by InfoWorld as one of the 100 Most Innovative Corporate IT Solutions for 2005. The annual awards honor IT projects that demonstrate the most creative use of cutting-edge technologies to further their business goals.

To maintain market leadership in a highly competitive industry, Aliant, Atlantic Canada's leading information and communications technology provider, placed a strong emphasis on knowledge when launching its Customer Service Transformation Initiative, the Innovative Corporate IT Solution recognized by InfoWorld. As part of this effort, Aliant consolidated knowledgebase content across contact centers and interaction channels, providing both agents and customers with the same consistent knowledgebase content as well as the flexibility to access that content in ways that suit user preferences, learning styles and problem complexity.

Based on its successful track record in the information and communications technology industry and its reputation for best-practice expertise in the customer service arena, Aliant selected eGain and its adaptive knowledge management and web self-service solutions as the technology enabler for its Customer Service Transformation initiative.

eGain's solutions have already produced the following business benefits:

-- 7% increase in first-call resolution and 17% reduction in call
   handle time, enhancing customer experience and satisfaction

-- 24x7 access to online customer service, which provided an additional
   choice to customers for interacting with Aliant, and resulted in 10%
   call deflection to web self-service

-- 5% increase in Customer Value Metrics, Aliant's independent measure
   of customer satisfaction based on the following criteria:

   -- Providing access to support and information in a way that is easy
      to understand

   -- Agents being knowledgeable

   -- Providing thorough and accurate information

   -- The ability to find the cause of problems and handle issues

"In a business climate where customer retention is a key imperative, market leaders such as Aliant are demanding proven solutions when it comes to implementing knowledge management in their contact centers and self-service web sites," said Ashu Roy, CEO of eGain. "We are pleased Aliant was acknowledged with this prestigious award, and look forward to co-innovating with them on ways to continue adding mission-critical value to their business."

About eGain®

eGain (OTC BB: EGAN) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centers, help desks and Web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact center performance.

eGain Service(TM) 7, the company's software suite, includes integrated, best-in-class applications for Web self-service, e-mail management, knowledge management, live Web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management 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, multichannel, multisite contact center management and certified out-of-the-box integrations with leading call center, content and business systems.

eGain OnDemand(TM), the industry's first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes to rapidly build customer interaction hubs for over eight years.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: United States: 800-821-4358; UK/Europe: 1753-464646.

* Source: 2005 Forrester Wave report on eservice and 2005 Patricia Seybold Group bull's eye reports on cross-channel, cross-lifecycle customer service -- overall capabilities, knowledge management, architecture and analytics

Contact: Karen Thrash eGain Communications Tel: 650 230 7528 Email: Email Contact