Major Automotive Companies Use Egain to Drive Toward Excellence in Online Customer Service; e-Service Software Helps Three of the Top Five Auto Giants Maintain Lifetime Customer Loyalty

    SUNNYVALE, Calif.--March 5, 2001--Continuing to strengthen its leadership role in providing online customer service software, eGain Communications Corporation announced today that its automotive manufacturer customer base now includes industry giants BMW, DaimlerChrysler, Ford Motor Company, General Motors, Mazda, Renault and Volvo.
    Representing large automotive companies around the world -- including three of the top five auto makers, according to Fortune's Global 500 list -- these premier companies chose eGain e-Service software to power their online customer service programs. Driven by the need to control support costs and build lifetime customer loyalty, companies are Web-enabling their legacy call centers to deliver superior customer service via the telephone, Internet and email.
    "DaimlerChrysler has a growing global customer base, so equipping our traditional call centers with e-service technology enables us to drive down overall costs while improving service speed and quality," said Priscilla Hedin, manager of Service Technical Assistance Resources or S.T.A.R. call center at DaimlerChrysler. "Customer service is a top priority for us at S.T.A.R. and that's why we selected eGain. eGain offers scalable, flexible solutions that address the needs of enterprises like ours, who are working to strengthen the personal relationships we have with our customers and partners."
    "eGain's multi-channel communications approach is perfect for our automotive sector customer base, said Ashutosh Roy, CEO of eGain. "With three of the top five automotive leaders using eGain e-Service software, it illustrates the continuing emphasis in this global industry to build and maintain customer loyalty. As a result, we see a tremendous opportunity to grow this sector of our business. eGain is also agile enough to provide the automotive sector with customized integration to better suit their specific and unique needs."
    For example, DaimlerChrysler used eGain e-Service software to implement a customer knowledge base in its Call Center. With the software, DaimlerChrysler was able to centralize its Call Center and cross-train its agents in more than one area of expertise. Before deploying the software, the Call Center received an average of 14,000 calls per month, with only 76% holding the six minutes required to reach an agent. After deploying the software, the Call Center increased the volume of calls per month to 36,000, with 96.5% holding only two minutes to speak with an agent. The overall result was an increase in customer satisfaction and loyalty.

    About eGain e-Service Software

    eGain's e-Service software offers a comprehensive set of products for self-service, email management and live online assistance. The eGain suite includes applications such as eGain Knowledge(TM) (knowledge management), eGain Mail(TM) (high volume email management), eGain Campaign(TM) (proactive service and digital marketing), eGain Live(TM) (live Web collaboration), eGain Inform(TM) (e-service portal and dynamic FAQ generation), and eGain Assistant(TM) (lifelike virtual customer service representative). Leveraging shared resources and multi-use components, eGain's e-Service suite helps companies deliver personalized interactions that foster customer loyalty, increase sales and control service costs.

    About eGain Communications Corporation

    eGain is a leading provider of customer interaction software for the Internet. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, knowledge management and proactive online marketing. Built using a Web-native architecture, the eGain e-Service suite of products provides robust scalability, global access, integration and rapid deployment. Based in Sunnyvale, California, eGain has more than 700 customers, including 22 of the 50 largest global companies. For information about eGain, please visit www.eGain.com or call the company's offices - US: (888) 603-4246; London: +44 (0) 175 377 1100; Sydney: +612 9492 5400.

    Cautionary Note Regarding Forward-Looking Statements: All statements in this release that involve eGain's plans, forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the eGain's ability to retain and attract qualified employees, the successful and timely development of new products, the impact of competitive products and pricing, customer demand, technological shifts, and other risks detailed from time to time in the Company's filings with the Securities and Exchange Commission, including the annual report on Form 10-K filed September 28, 2000 and on Form 10-Q filed February 13, 2001. eGain assumes no obligation to update these forward-looking statements.

    eGain is a registered trademark of eGain Communications Corp., and eGain Knowledge, eGain Mail, eGain Live, eGain Voice, eGain Campaign, eGain Inform, eGain Assistant and eGain Hosted Network are trademarks of eGain Communications Corporation. All other company names and products are trademarks or registered trademarks of their respective companies.