Compare Call Center Software

Mountain View, CA — May 18, 2005

eGain Communications Corporation (OTC: EGAN.OB), a leading provider of customer service and contact center software for in-house or on-demand deployment, announced today that eGain Service? 7, the company?s pioneering software suite for customer interaction and knowledge management, received the #1 rating in Patricia Seybold Group?s Bull?s Eye Report on Knowledge Management for Cross-Channel Cross-Lifecycle Customer Service. The report was based on an in-depth analysis of 7 customer service software solutions, using a composite evaluation framework that included 9 criteria: knowledgebase organization and structure, content model, support for external content, metadata for findability, metadata for management, search, navigation, process management and samples.

?We conducted a rigorous, framework-based evaluation of 7 select software offerings that provide knowledge management capabilities for cross-channel, cross-lifecycle customer service,? said Mitchell Kramer, SVP and Senior Analyst of the Patricia Seybold Group. ?eGain Service 7 earned the top score for knowledge management, in addition to the best scores for analytics, architecture and overall customer service capabilities.?

?eGain has been a leader in knowledge management through our acquisition of KM pioneer, Inference Corporation, several years ago,? said Ashu Roy, CEO of eGain. ?We have since evolved our solution in partnership with leading global customers. We are glad to get recognized for this effort through continued customer adoption and a top rating from Patricia Seybold Group, a leading analyst firm.?

The most mature, proven and flexible solution for knowledge management and access for contact centers, helpdesks and self-service, eGain KnowledgeAgent? and eGain SelfService? provide:

·Comprehensive capabilities for adaptive content creation, workflow and content performance management

·Adaptive access to content including FAQ, search, folder-browse, guided help and virtual agent access that dramatically increases self-service adoption across a wide range of internal users and customers.

Additional information on eGain?s knowledge management solutions for contact center and helpdesk agents, and web self-service can be found at:

http://www.egain.com/products/knowledge_management.asp


http://www.egain.com/products/web_self-service.asp

Seybold Group?s Bull?s Eye research reports are available at http://www.psgroup.com.

About eGain

eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping customer service organizations, help desks and e-business operations achieve and sustain service excellence for more than a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into multichannel customer interaction hubs, and to extend their service-based competitive advantage.

eGain Service 7?, the company’s software suite includes integrated, best-in-class applications for web self-service, email management, knowledge management, live web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management 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, multichannel, multisite contact center management, 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 find out more about eGain, visit http://www.eGain.com or call the company’s offices: United States: 800-821-4358; London: 1753-464646; Tokyo: 3-5778-7590.

eGain Media Contact

Karen Thrash eGain Communications Corp.Tel: 650-230-7528Email: pr@egain.com

###