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MOUNTAIN VIEW, CA — September 3, 2004

eGain Communications Corp. (OTC: EGAN.OB), a leading provider of customer service and contact center software for in-house or on-demand hosted deployment, today announced eGain Knowledge? integration with HP OpenView Service Desk has achieved certification as part of the HP Enterprise Management Services for Partners.

eGain Knowledge is a proven knowledge management solution used for problem resolution in helpdesks, contact centers and web self-service. The offering is complementary to HP OpenView Service Desk and adds knowledge management to the overall solution. The two-way integration between the products is seamless, allowing HP OpenView Service Desk users to easily access eGain Knowledge from within HP OpenView Service Desk in the context of incident resolution with pre-populated information about the incident and associated symptoms for efficient root-cause analysis and solution recommendation.

Additionally, the integration includes the ability to automatically write information back to HP OpenView Service Desk, as the call and incident are closed. Independent of incidents, the integration also enables helpdesk agents to learn about new products and related support issues by intelligently searching through existing knowledge repositories, reducing their training needs. Among the business benefits of the integration:

·????Reduced escalations and repeat calls by effective and efficient, knowledge-guided first-call resolution

·????Improved service process efficiencies through faster call handling and wrap-up times

·????Reduced need for agent training and ?research? time through easy and flexible access to knowledge content

?eGain Knowledge is a trusted solution used by enterprise helpdesks, web site operations and contact centers for over a decade,? said Ashu Roy, CEO of eGain. ?This integration will bring great synergy, allowing helpdesks using HP OpenView Service Desk to exploit the power of a proven knowledge management solution to further enhance service staff productivity and reduce costs.?

?Effective and efficient helpdesk operations can be a key source of competitive advantage to any enterprise, ? said Todd DeLaughter, vice president and general manager of Management Software Operations at HP. ?The integration of HP OpenView Service Desk with a robust knowledge management solution like eGain Knowledge allows helpdesks to take service process automation to the next level.?

About eGain Communications Corporation

eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand hosted deployment. 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 and growing mid-sized 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 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 Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To learn 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 Media Contact????????????????????

Karen Thrash????????????

eGain Communications Corp.????????????

Tel: 650 230 7528

Email: pr@egain.com

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