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eHarmony Selects eGain’s Solutions to Provide Exceptional Customer Service to Millions of Members The Internet’s fastest growing relationship service chooses eGain’s solutions for providing unified customer service to members through email, chat and web self-serviceSUNNYVALE, Calif. – May 13, 2004 – eGain Communications Corp. (OTC: EGAN.OB), a leading provider of customer service and contact center software to the Global 2000, today announced that eHarmony, the Internet’s fastest growing relationship service, selected the hosted version of eGain’s software for providing personalized customer service through email, chat and web self-service to its rapidly growing membership. “Providing scalable and effective online customer service to our fast-growing user-base is a critical element of our member value proposition,” said Greg Steiner, Chief Operating Officer for eHarmony. “Breadth and depth of the suite, scalability, ability to easily integrate with existing business systems, and flexible deployment options were among key criteria for our selection of eGain over other vendors as our solution provider.” Singles are increasingly using online dating to find suitable partners in North America. Last year alone, at least half of all singles in the US visited an online dating site, spending over $300 million in the quest for love. eHarmony is at the forefront of this trend with a four million member-base, growing faster than any other online relationship service. eHarmony has deployed hosted versions of eGain Email ™, eGain LiveWeb™ and eGain SelfService ™, eGain’s solutions for email management, live web collaboration and web self-service respectively. Further, the company is using the eGain Data Adapter ™ to integrate with existing business systems containing member information. With eGain, eHarmony’s members are able to get answers to FAQs (frequently asked questions) on their web site, get personalized responses to questions through email, and also engage in live web chat with agents to get immediate, high-touch service over the web. The deployment has started to yield positive results by allowing eHarmony’s contact center agents to process large volumes of member emails, and engage in concurrent chats with multiple members for maximum efficiency. Email and online interactions currently run at hundreds of thousands per month. In the initial 30 days of the deployment, the contact center has been able to deflect 10% of incoming requests for agent-assisted service to their web site for self-service through answers to FAQs, powered by eGain. “Market-leading e-businesses and companies trust eGain’s software to provide standard-setting multi-channel customer service,” said Ashu Roy, CEO of eGain. “The selection of eGain as a trusted partner by a leader like eHarmony is yet another testament to our product capabilities as well as our track record in delivering scalable customer service solutions to industry leaders.” About eHarmony With over three and a half million users, eHarmony is the Internet's fastest growing relationship service. Founded by relationship expert, best-selling author and psychologist Dr. Neil Clark Warren, eHarmony is the first and only online dating site dedicated exclusively to helping serious singles build lasting relationships for life-long love and happiness. eHarmony's patent-pending matching technology is based on 35 years of empirical and clinical research on successful marriages, and it is the only site that brings singles together using a scientifically-proven set of compatibility principles based on proven marital success. Since its inception in 2000, eHarmony has been the first step down the aisle for thousands of its users. eHarmony is a private company headquartered in Pasadena, California and on the Web at www.eharmony.com. About eGain Communications Corporation eGain Communications Corp. is a leading provider of customer service and contact center software and services. Trusted by prominent companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for over a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into profit centers, and extend their service-based competitive advantage. eGain Service 6™, the company's software suite, available licensed or hosted, includes integrated, best-in-class applications for customer email management, knowledge management, web self-service, live web collaboration via chat and co-browsing, automation of fax and paper-based service interactions, and service fulfillment. These robust applications are built on the eGain Service Management Platform™(eGain SMP™), a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems. Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company's offices-United States: (888) 603-4246 ext. 9; London: +44 (0) 1753-464646; Tokyo: 81-3-5778-7590. eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies. Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain's plans, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. The words and expressions "look forward to," "will," "expect," "plan," "believe," "seek," "strive for," "anticipate," hope," "estimate" and similar expressions are intended to identify the Company's forward-looking statements. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks include, but are not limited to, the challenging economic environment; the uncertainty of demand for eGain products; the anticipated customer benefits from eGain products; increased competition and technological changes in the markets in which eGain competes; eGain's ability to manage its expenditures; the performance of eGain’s management in achieving strategic goals and other risks detailed from time to time in the company's filings with the Securities and Exchange Commission, including the company's annual report on Form 10-K filed on September 29, 2003, and the company's quarterly reports on Form 10-Q as may be amended and in effect from time to time. eGain assumes no obligation to update these forward-looking statements. eGain Media Contact Anand Subramaniam eGain Communications Tel: 408 212 3506 Email: [email protected] |