eGain rated 2012 Leader in Web Support, Contact Center Search categories by CRM industry publication
9th March 2012 - eGain the leading provider of cloud and on-site customer interaction hub software announced that it has been rated a Leader in Web Support and Contact Center Search categories by CRM magazine, a leading Customer Relationship Management industry magazine.
In its March 2012 issue, CRM magazine recognized eGain as a Leader in web support, an increasingly critical capability for businesses since the web is fast becoming the go to channel for customer service. It highlighted eGain’s best-of-breed status in knowledge management, multichannel support, social media and enterprise search. Kate Leggett, Senior Analyst with Forrester Research, observed, “eGain offers an excellent and complete web support solution, which is particularly strong in knowledge management.”
The magazine also named eGain a Leader in contact center search—recognizing eGain’s innovative capabilities in multichannel knowledge management, social harvesting, federated search, findability, and ease of use. “New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists,” added John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA).
“We are honored to be rated a Leader in web support and contact center search by the premier CRM industry publication,” said Ashu Roy, Chairman and CEO of eGain.
About eGain Communications Corporation
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com
About CRM magazine
CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web at http://www.destinationCRM.com or on Twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.