eGain sprucing up Web collaboration platform

EGain Communications has announced eGain Live Web 5.0, an upgrade to the company's Web collaboration platform that includes new modules for technical support and virtual meetings and improvements to chat and co-browsing applications.

The new eGain Control technical support module features diagnostic tools for internal help desks and software companies to provide Web-based interactive customer support, according to the Sunnyvale, Calif.-based company.

"The way it works is either you are on the phone or on the Web and you click on the Live Help button. Then the technician will pick you up from a cue and he can use diagnostic tools to help figure out troubleshooting information you need," said Jack Chawla, product manager for Live and collaboration products at eGain.

The other new module, eGain Meeting, enables the holding of Web-based meetings on the Web in which can share presentations.

Additionally, the eGain Live module for Web chat has been expanded to enable as many as 16 customer service sessions in a single browser window, instead of having to open up a different window for each session.

Also improved is eGain Interact, a co-browsing technology enabling customer service agents to share screens with customers making inquiries. eGain has replaced the third-party technology for this application, which has been supplied by Hipbone, with its own software.

"This is a central technology [to collaboration] and any company which is in this space should have their own technology," Chawla said. The new version of the technology supports as many as 16 simultaneous co-browsing sessions while the previous technology only supported one session at a time, Chawla said.

All the new products are available now except eGain Meeting, which is slated to ship around March 30.

Entry-level pricing for the eGain Live Web 5.0 collaboration suite averages about $75,000.

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