Released on = February 8, 2007, 10:28 am

Press Release Author = eGain Communications

Industry = Software

Press Release Summary = Areas for improvement and innovation include multichannel
integration, web self-service, knowledge management and service level management

Press Release Body = Mountain View, Calif., February 8, 2007 - eGain Communications
Corporation (OTC BB: EGAN.OB), provider of the industry\'s top-rated* customer
service and contact center software for in-house or on-demand SaaS deployment, today
announced the results of a survey of customer service and helpdesk executives.
Sponsored by eGain, the study was conducted and results compiled by
supportindustry.com and crmindustry.com between November 2006 and January 2007.

The survey focused on a wide array of strategic and tactical issues in multichannel
customer service and support, including the importance of customer service to the
business value proposition, multichannel integration, web self-service, contact
center knowledge management, service level management and contact center and
helpdesk performance management. Survey respondents comprised of high-level
executives and managers, who are members of supportindustry.com and crmindustry.com,
leading online communities for customer-facing professionals. Responsible for
functions such as customer service, web self-service, ebusiness, IT support contact
centers, marketing and sales, the respondents represented a range of industry
sectors.

Key findings include the following:

. More than three-quarters (77%) of the respondents said customer service played a
primary role in their business value proposition, and 66% said service emphasis in
their value proposition increased in 2006.
. 43% said they were launching a major customer service or contact center knowledge
management initiative in 2007, with an overwhelming majority (86%) of respondents
expecting their budgets to increase at least somewhat in 2007.
. Only 26% of respondents had achieved a single view of all customer interactions
and 44% had not established service levels for every customer communication channel
they offered.

To get a complimentary copy of this comprehensive report, click here
http://www.egain.com/landingus/report_supportindustry.asp?id

Web Site = http://www.egain.com

Contact Details = jabayan@egain.com
P:650-230-7532
F:650-230-7600
345 E. Middlefield Rd
Mountain View, CA 94043