Released on: October 23, 2008, 1:25 pm

Press Release Author: eGain Communications Corporation

Industry: Software

Press Release Summary: eGain receives #1 rating in "current offering", and top
scores in "customer service", "architecture and platform," "product strategy,"
"cost," and "employees" in report on interaction-centric customer service software


Press Release Body: Mountain View, California (October 23, 2008) - eGain
Communications Corporation (OTC BB: EGAN.OB), a leading provider of multichannel
customer service and knowledge management software on-premise or on-demand,
announced today that the company was named a leader in interaction-centric customer
service software solutions in the October 2008 report "The Forrester Wave(tm): Customer
Service Software Solutions, Q4 2008". The company received the highest score in the
category of "current offering," as well as in the sub-categories of "customer
service," "architecture and platform," "cost," "product strategy" and "employees" in
interaction-centric customer service management software.

eGain was among the select companies that Forrester invited to participate in this
report that evaluates customer service management vendors across approximately 180
criteria. On a scale of 0-5, in the interaction-centric solutions evaluation, eGain
received the highest score of 4.65 in "current offering," versus the lowest score of
2.35 in this category. eGain also received the highest scores in "customer service"
product capabilities (4.70), architecture and platform (4.74), product strategy
(5.00), cost (4.66), and employees (4.00). In addition, the company received a score
of 4.60 in the "strategy" category.

In addition, eGain received the top score in several key sub-categories in "current
offering", such as knowledgebase (5.0), business process and workflow tools (4.4),
Web 2.0 tools and applications (5.0), and deployment options (5.0). eGain also tied
for the top score in several key sub-categories in "current offering" such as email
response management (5.0), phone agent support (4.0) and country support (5.0).

"Today, customers want integrated, seamless customer experiences...eGain's customer
interaction hub centralizes customer data, knowledge management, business rules,
fulfillment, and feedback management, providing consistent service across all
interaction channels...eGain is an application best suited for large multichannel
contact centers that require a scalable solution and complete suite of customer
service and contact center software that sits on top of a common architecture and
infrastructure.," wrote Dr. Natalie Petouhoff, Ph. D., Senior Analyst at Forrester.


Benefits of the eGain Service(tm) software suite include the following:

 Enhance customer experience, acquisition, and retention
 Improve contact center agent productivity
 Increase self-service adoption
 Increase revenue through upsell and cross-sell at the point of service
 Ensure compliance and security in customer interactions
 Reduce unwarranted field visits, product returns, and associated costs

"We are honored to have been selected by Forrester as a leader in the
interaction-centric customer service management space," said Ashu Roy, Chairman and
CEO of eGain. "We are proud of our top ratings in several enterprise-critical areas
and plan to continue our track record with customers and partners through ongoing
collaboration and innovation."

About eGain Service(tm)
eGain Service is the industry's most comprehensive customer interaction hub software
suite and the first solution to support short message service (SMS) customer service
interactions, as well as next-generation web self-service, chat, co-browsing, email,
fax, postal mail, notification management, call tracking and resolution, knowledge
management, and service fulfillment.
eGain Service is built on eGain CIH(tm) Platform, the industry's most flexible and
integrated customer interaction hub platform. Based on a 100% J2EE architecture, it
includes out-of-the-box integration with leading business applications, content
management systems, and call center infrastructure solutions. With its fine-grained
service-oriented architecture (SOA), eGain CIH platform enables rapid development of
powerful applications. For more information about eGain Service, please visit:
http://www.egain.com/products/multichannel_service.asp

About eGain OnDemand(tm)
eGain OnDemand, the industry's first-ever on-demand customer service software, is a
proven, robust and scalable solution that has been used by companies to rapidly
build customer interactions hubs over the last ten years. Additional information on
eGain OnDemand can be found at: http://www.egain.com/products/on_demand.asp

About eGain
eGain (OTCBB: EGAN.OB), is a leading provider of customer service and contact center
software for in-house or on-demand deployment. For more than a decade, the world's
largest companies have relied on eGain to transform their traditional call centers,
help desks, and web customer service operations into multichannel customer
interaction hubs. Based on the Power of One(tm), the concept of one unified platform
for multichannel customer interaction and knowledge management, these hubs enable
dramatically improved customer experience, end-to-end service process efficiencies,
increased sales, 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 (US
headquarters), 1753-464646 (UK and Continental Europe).


# # #

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.

# # #


eGain media contact:
Connie Pheng
Phone: 650-230-7449
Email: cpheng@egain.com










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

Contact Details: 345 E Middlefield Road
Mountain View, CA 94043
Phone: 650 230 7500
Fax: 650 230 7600
Email: pr@egain.com