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Analyst quotes
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The Forrester
Wave™: Customer Service Management
Software, Q2 2007
eGain Leads in Interaction-Centric Customer
Service Management Software
DOWNLOAD
independent report
"In addition
to maintaining a strong customer service
platform, co-innovation with customers—along
with an extensive partnering network—has
allowed eGain to develop and deliver
best-of-breed customer interaction tools."
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Chip Gliedman,
VP and Research
Director of Forrester
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Ragsdale's Eye on Service
(blog) - Catch
up with eGain: New Applications Released
in Version 7.6
"I have known
some of the folks at eGain from the
early days. eGain got their start with
email response management systems (ERMS)
back in 1998... Interestingly, unlike
most of the players in this space, eGain
has kept the same core executive team
for many years, and this has helped
them have a consistent vision and not
go after every new trend and buzzword....
"Obviously, eGain has moved way
beyond ERMS, now offering a full suite
of ‘best of breed’ eService
tools, including knowledgebase, diagnostics,
web chat and collaboration, etc., but
I still think they understand the complexities
of email—which continues to grow
in volume according to SSPA Benchmark
Metrics—better than most."
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John Ragsdale,
Vice President
of Research, SSPA
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"eGain Service is a strong
and competitive offering with
a good track record and a large
customer base."
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Mitchell Kramer,
SVP
and Sr. Consultant, Patricia
Seybold Group
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"eGain has a strong solution—whether
in hosted or licensed implementations."
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Gartner, Inc.
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"eGain
Communications has advanced its product
significantly from its beginnings as
a pure ERMS vendor to create a complete
solution for eService. Its J2EE architecture
makes it flexible and easy to integrate
into any architecture."
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Gartner, Inc.
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“eGain
continues to win deals on
the strength of its platform
and an increasingly process-centric
message.”
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Chip Gliedman,
VP
of CRM Research, Forrester
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"eGain, with its long
history of email management
and case-based reasoning,
should be included on the
shortlist for companies
needing a highly scalable
email response solution
or for agent and customer-facing
knowledgebase tools."
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John Ragsdale,
VP
and Research Director,
Forrester Research,
Q1 2006 Forrester
Wave report for eService
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"eGain receives strong ratings
for product functionality and
technology and remains a good
choice for large multichannel
contact centers that require a
scalable solution."
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John Ragsdale,
VP
and Research Director, Forrester
Research, August 2004 TechRankings
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"eGain
has distinguished itself in a highly
competitive market by providing a range
of product and delivery options: point
solutions, full suite, licensed software
or hosted solution.”
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Katrina Howell,
Industry
Research Analyst, Frost &
Sullivan |
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Click
here to see the press release
"Resisting
this temptation to migrate into all
areas of CRM has kept the company focused
on service, specifically eservices that
are directly customer related. Deciding
to do one thing well as served eGain
up to this point and afforded the company
steady growth.”
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Scott Tiazkun,
IDC, eGain:
Taking the Customer's Point of
View |
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"Slashing
time to market is critically important for
companies competing in the e-commerce space.
eGain was an early mover in this segment and,
as a result, has built the service expertise
and critical mass of customers to become a
leader for online customer service applications.
The company's success in hosting not only
reflects the growing use of Application Service
Providers, but also validates eGain's visionary
approach to customer service. By dramatically
cutting front-end equipment, software and
IT costs, application hosting dramatically
reduces the time it takes a company to implement
a solution.”
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George Peabody,
Managing Director,
ASP Practice, Aberdeen Group |
"Enabling
customers to implement in a staged manner
is a very important approach in today's
economic environment. Our research shows
that while end user organizations regard
a CRM strategy as critical, the current
economic environment has caused them
to adopt a more long range, incremental
approach in regards to implementation.
With eGain's product set, companies
can implement one or two at a time over
time, with the assurance that the end
result will be a cohesive solution.”
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Mary Wardley,
Program
Director CRM IDC |
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"The
primary market that eGain plays in—collaborative
CRM—is
one of the faster moving CRM markets.
With so many companies building online
customer service capabilities, we project
a 54% average market growth for the
next five years for the type of solutions
that eGain provides. eGain's early attention
to the requirements of global customer
service positions it to address the
requirements of companies with global
customers as well as emerging global
service organizations.”
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Tim Hickernell,
Senior Program
Director, META Group CRM Infusion |
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"eGain
has from the very start focused on developing
Web-based customer communications solutions
that can be rapidly and easily hosted.
Simply attaching a Web-browser front-end
to existing client-server (and earlier)
applications doesn't cut it. The future
belongs to Web-architected applications
that have best-of-breed functionality
and access and aggregate resources both
inside and outside the corporate firewall.”
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Christopher Fletcher,
Director,
CRM Aberdeen Group |
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"Quick
access to answers represents the cornerstone
of most eService efforts. As companies focus
more on developing and maintaining knowledge
bases, knowledge solutions will become key
elements of a CRM selection.”
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Bruce D. Temkin,
Forrester Research |
"In
a multiclient study conducted by Gartner
at the end of the year 2000, 57% of
customers investing in CRM consider
customer service the first or second
most important function.”
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Gartner, Inc. |
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"By
integrating chat and co-browsing, several
eService vendors are creating powerful
collaboration solutions that overcome
the flaws of previously available chat
and co-browsing offerings. By 2003,
40 percent of electronic customer relationship
management (e-CRM) implementations will
include collaboration tools as a standard
feature for customer service and sales.”
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Gartner, Inc. |
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"Adding
new customer contact channels can complicate
interaction management as a result of
cross-channel effects, channel limitations
and customer channel preferences. Companies
adopting hybrid-channel service must
adopt multi-channel escalation strategies
to ensure customer inquiries are answered
in the shortest amount of time, through
the appropriate channels and utilizing
the lowest cost service resources possible.”
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Tim Hickernell,
Senior Program
Director, META Group |
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"E-mail
handling is today's 'pain point' in
organizations, but tomorrow's higher-level
issue is the need to address customer
inquiries in the customer's channel
of choice, at the time selected by the
customer. E-business will lead the charge
for more—complete, Internet-based
customer service suites, and we will
see demand for functionally rich and
integrated service offerings for end
customers and trading partners (supply
chain)."
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GartnerGroup report,
Transforming
the E-Service Market |
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"It
is clear that integration becomes increasingly
important as companies extend the breadth
of the product offering. Solutions that
aren't integrated hinder a company's
ability to service the customer. Companies
not only need a unified view of a customer's
interactions across all communication
channels, they also need an efficient,
uniform method for administering, maintaining
and reporting.”
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Matthew Cain,
VP of Workgroup
Computing Strategies, META Group |
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