Released on = March 21, 2007, 1:40 pm

Press Release Author = eGain

Industry = Software

Press Release Summary = 57 percent of UK's leading companies offer little or no web
self-service

Press Release Body = Slough, United Kingdom, March 21 2007: According to research
released by eGain (OTCBB: EGAN.OB) today, 57 percent of UK companies offer little or
no web self-service, resulting in lost revenues and declining customer satisfaction.
Only 17 percent of UK companies are offering their customers "visionary" or "above
average" customer self-service via the web*.

eGain analysts assessed the web self-service capabilities of 125 major companies in
the UK across retail, financial services, telecommunications and local government
sectors. The research revealed that businesses in the UK are still falling short in
this critically important aspect of customer service.

The websites of the companies included in the study were assessed on seven key
capabilities: FAQs, dynamic FAQs, search / browse, natural language indicators,
guided help, ease of escalation to customer service agents, and speed and quality of
response to escalated enquiries. The results were used to categorise the web
self-service capabilities of the companies into four groups: visionary, above
average, below average and basic, based on the scores they received*.

The results showed that a third of UK companies (29 percent) offer very basic web
self-service facilities. These sites provide just static FAQs, which lead customers
to either abandon the website or resort to calling the company. Only three percent
of all companies researched offered visionary web self-service. Six percent of
companies offered no facility for email escalation from self-service, a critical
requirement to prevent customer abandonment of the website. Only 18 percent of
companies acknowledged the receipt of a customer e-mail, sent as a result of an
escalation, a simple best practice to set customer expectations and enhance the
service experience. The option to escalate seamlessly from self-service to
agent-assisted service and providing rapid, high-quality resolution to the escalated
queries help create a safety net for customers that can actually increase
self-service adoption.

The telecommunications sector performed the best with 15 percent of the companies
providing visionary self-service., while the local government sector performed the
worst, with 70 percent rated below average.

"The study revealed that a significant number of UK companies are still failing to
realise their full potential for customer retention and revenue growth by falling
short in customer self-service via the web," commented Andrew Mennie, General
Manager and Vice President EMEA for eGain.

The findings of the study, along with self-service pitfalls and opportunities for
innovation, will be presented at a seminar series in the UK titled "Web Self-Service
in the UK - State of the Industry, Pitfalls, and Opportunities". To register, click
on the following URL: http://www.egain.com/news/registration_mar07.asp

*Mapping of ratings to scores:
Visionary: 3.0 to 4.0; Above average: 2.0 to 3.0; Below average: 1.0 to 2.0; Basic:
0.0 to 1.0

About eGain
eGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact center
software for in-house or on-demand SaaS deployment. Trusted by prominent enterprises
worldwide, eGain has been helping businesses achieve and sustain customer service
excellence for more than a decade. 24 of the 50 largest global companies rely on
eGain to transform their traditional call centers, help desks, and web customer
service operations into multichannel customer interaction hubs. These hubs enable
dramatically improved customer experience, unified multichannel customer service,
end-to-end service process efficiencies, and enhanced contact center performance.

Headquartered in Mountain View, California, eGain has an operating presence in 18
countries and serves more than 800 enterprise customers worldwide. To find out more
about eGain, visit www.eGain.com or call the company\'s offices: 800-821-4358 (United
States), 1753-464646 (UK and rest of Europe).

Media contacts
eGain UK
Kerry Hallard / Nicola Craft
Buffalo Communications Ltd
Tel: +44 (0) 207 292 8680
Email: egain@buffalo.co.uk

Melody Curtis
eGain Communications Ltd
Tel: +44 (0) 1753 464687
Email: mcurtis@egain.com

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

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