Released on: April 3, 2008, 9:29 am

Press Release Author: eGain Communications

Industry: Software

Press Release Summary: Leading Search Company Selects eGain for Increased Efficiency
and Superior Levels of Customer Service via Intelligent Email Management Solution

Press Release Body: Slough, UK - April 2, 2008 - eGain, the leading provider of
multichannel customer service and knowledge management software, today announced
that Eniro, the Nordics' leading directories and search company, has selected its
email management products to improve the quality and efficiency of its customer
service. eGain MailT is set to alleviate the pressures and demands of email
communication between its multiple contact centres and its customers. It is
replacing existing Microsoft Outlook programs that were unable to cope with the
company's increasingly high volumes of customer demand.
Eniro - Finland's answer to Yell.com - is driven to deliver quality services to a
wide-ranging customer base so demand for efficient customer service and near-instant
response times is of the utmost importance. After a competitive tender process
involving twelve other providers, eGain's powerful and robust solution was the only
one that could provide the comprehensive information that Eniro needed for assured
customer service management. Juha Saarinen, Eniro's System Architect explains:
"Our primary concern was improving our email processes, as too much time was being
wasted by agents sifting through emails - and Outlook only seemed to exacerbate the
problem. We receive an incredible mix of enquiries and cherry picking them simply
isn't an option. It was imperative that our solution could differentiate between
each and every enquiry to improve our handling times, and by ticketing each and
every mail we receive, eGain MailT has made our whole communications process faster
and a lot more efficient."
In addition to improving email handling, Eniro needed a solution to ease the strain
on its marketing department, which is tasked with producing regular customer service
reports.
"Compiling the information and necessary statistics from Microsoft Outlook was
proving time- consuming and increasingly difficult. We required a better
understanding of our customer base and wanted the ability to profile customers that
phone in; not only to better the customer experience, but also enable our agents to
adjust marketing and sales to promote additional suitable products" Saarinen
comments.
Since implementing eGain MailT, Eniro has seen a notable difference in its customer
service operations and enquiry handling times were improved significantly during the
pilot alone. Email handling and customer response times have been notably improved
whilst the company is benefitting from the automatic generation of periodic reports
for customer service management. Saarinen concludes:
"The easy-to-use user interface has proved a great success across the company and
the results speak for themselves. We rely heavily on our back office systems for
information and databases, and the next step of our IT strategy will address how we
can utilise and integrate eGain's Knowledge Management solutions to further improve
our customer experience."
-Ends-
About eGain
eGain (OTC BB: EGAN.OB) is a leading provider of multichannel customer service and
knowledge management software for in-house or on-demand SaaS deployment. For more
than a decade, the world\'s largest companies have relied on eGain to transform their
traditional call centres, help desks, and web customer service operations into
multichannel customer interaction hubs. Based on the Power of OneT, 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 centre 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.
About Eniro (www.eniro.com)
Eniro is the leading search company in the Nordic media market. Eniro makes it easy
to find people, businesses and products using directories, directory assistance,
Internet and mobile services. Eniro has operations in Sweden, Norway, Finland,
Denmark and Poland

Eniro is listed on the Stockholm Stock Exchange and has some 4,650 employees. In
2007, revenues amounted to SEK 6,443 M, with EBITDA of SEK 2,266 M. Operating
revenues and EBITDA excluding discontinued operations

eGain EMEA media contact:
Hilary de Rover
eGain Communications Ltd
Tel: +44 (0) 1753 464689
Email: hderover@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: cpheng@egain.com