-- The objectives of the customer service organization/contact center and how they map to the strategic goals of the business -- Use of customer service best practices leveraged by leading companies known for distinctive customer service -- The gaps in technology, process and people that the organization needs to address in order to achieve its objectivesThe eGain BPAS engagement involves the following steps:
-- A contact center/customer service best practices expert from eGain will spend one or two days on site to conduct the assessment. This will entail interviews with stakeholders such as contact center managers and executives, technologists and contact center agents. -- Within four weeks of the on-site visit, eGain will provide a BPAS report that will not only include an assessment and gap analysis but also a step-by-step road map for customer service innovation and excellence."eGain's world-class clients have taken customer and agent experience to new levels," said Ashu Roy, CEO of eGain. "Many of them used eGain BPAS as a no-risk way to get started. We are pleased to offer this program to recognize the Customer Service Week." In order to qualify, companies need to request a BPAS on or before October 31, 2007, at the below URL: http://www.egain.com/bpas *Source: 2007 Forrester Wave™ report on interaction-centric customer service management software: #1 in "strategy," "customer service" product capabilities, "architecture and platform," "product strategy," "corporate strategy," and "customer base" 2006 Forrester Wave report on eService: Rated as a leader in current offering and strategy with the highest scores in 14 enterprise-critical criteria 2005 Forrester Wave on eService: Rated #1 in "current offering" 2005 Patricia Seybold Group Bull's Eye Reports on Cross-Channel, Cross-Lifecycle Customer Service: Rated #1 in overall capabilities, knowledge management, architecture and analytics About eGain Service eGain Service is the industry's most comprehensive customer interaction hub software suite. Available on-premise or on-demand, eGain Service includes integrated, award-winning applications for call tracking and resolution, contact center knowledge management, multi-modal web self-service, email management, chat, web collaboration, fax/postal mail management, notifications and service fulfillment. eGain Service is built on eGain CIH, the industry's most integrated and flexible 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 eGain® OnDemand, the industry's first-ever hosted enterprise software, is a proven, enterprise-class solution that has helped companies rapidly build customer interactions hubs over the last nine years. Additional information on eGain OnDemand can be found at: http://www.egain.com/products/on_demand.asp About eGain eGain (
Contact Information: eGain media contact Jamie Abayan Phone: 650-230-7532 Email: pr@egain.com