Stories about: eGain Communications

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Full service 13 April, 2006 15:32

Priceline.com, the online travel service, has bet its business model on the fact that Web-savvy customers like to help themselves -- in this case, to deals on airfare, hotels, car rentals and the like. The US-based company has extended that model to its customer service operations, adopting an e-service strategy to complement its telephone-based call center. If customers run into trouble during a travel search, they're encouraged to try self-service or e-mail options -- more cost-effective ways to handle services issues -- before resorting to a phone call.
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Government veers onto the Web 27 May, 2004 16:08

Imagine if dealing with the government online were as easy as dealing with Amazon.com, Dell, or Southwest Airlines. Want a building permit? No problem. Have to track a benefits check? Just a few clicks.
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eGain sprucing up Web collaboration platform 20 March, 2002 08:53

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.
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eGain puts a face on self-service Web app 11 February, 2002 08:25

CRM (customer relationship management) vendor eGain Communications on Monday plans to formally announce an improved version of its Assistant 5.0 Web self-service software, with an expanded ability to build knowledge bases.
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eGain looks to consolidate customer communications 31 July, 2001 08:12

Looking to consolidate different customer-to-seller interactions, eGain Communications Corp. on Monday plans to launch eGain eService Enterprise, a modular system intended to boost the productivity of phone-based call centers and help them evolve into multichannel facilities.
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Call centres Buyers Guide 04 December, 2000 12:01

Call centres Buyers Guide
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Service Automates Customer E-Mail Response 21 September, 2000 12:01

Island Data on Friday will release a new version of its hosted service for handling customer queries sent via e-mail and the Web. The system looks at the tone, urgency - even the profanity - of a message to provide an appropriate reply.
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Singapore ASP Service Level to Improve 05 September, 2000 12:01

Customers of Singapore-based application service providers (ASP), should get to enjoy better services shortly, thanks to the launch of an alliance here -- comprising ASPs, systems integrators, hardware, software, and telecommunications companies -- that is currently working on an ASP service level guideline.
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Egain Aims High 04 July, 2000 12:01

Web companies should not rely on traditional approaches such as extending their front office software packages designed for telephone-based interactions to manage their customer service on the Internet, according to software vendor eGain Communications Corp.
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Customer Service Meets the Web 03 April, 2000 12:01

For business-to-business and business-to-consumer Web sites, online customers are becoming not only more plentiful, but also more demanding. This presents both a challenge and an opportunity. With the competition only a click away, the pressure is on every e-business to distinguish itself with better customer service. You can't take days to respond to e-mail inquiries and expect customers to keep coming back. At the same time, the Internet can help companies reduce service and support costs, because it provides ways to help customers help themselves and enables customer service representatives to serve more customers in less time than they ever could over the phone.
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EGain to Buy Inference for $70M 16 March, 2000 12:01

EGain Communications Corp., a Sunnyvale, Calif., vendor of customer service software for use in call centers, today said it's buying Inference Corp. in Novato, Calif., in a stock deal worth about $70 million at current prices.