50 Financial Services Companies Banking On eGgain for Customer Service Solutions.Business Editors SUNNYVALE, Calif.--(BUSINESS WIRE)--Aug. 15, 2000 Customer Base Includes Worldwide Industry Powerhouses; IT Investment Spending Projected Strong in Financial Community eGain Communications (Nasdaq:EGAN EGAN ETSI Guide Access Network EGAN Ethernet Global Access Network ) continues to build on its market dominance Market dominance is a measure of the strength of a brand, product, service, or firm, relative to competitive offerings. There is often a geographic element to the competitive landscape. in providing customer service software solutions to the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. industry. The company announced that its worldwide financial services customer base now numbers 50, including ABN AMRO ABN AMRO Algemene Bank Nederland-Amsterdam Roterdam Bank (Dutch bank) Bank, American Century Investments American Century Investments is a privately held investment management firm. Its headquarters are located at 4500 Main in Kansas City, Missouri, near the famous Country Club Plaza. It was formerly known as Twentieth Century Investments. The company was founded by James E. , Assurecredit, Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. , Barclays PLC Barclays PLC is a global financial services provider operating in Europe, the United States, the Middle East, Latin America, Australia, Asia and Africa. It is a holding company that is listed in London and New York. It operates through its subsidiary Barclays Bank PLC. , BMW BMW in full Bayerische Motoren Werke AG German automaker. Founded as an aircraft engine manufacturer in 1916, the company assumed the name Bayerische Motoren Werke and became known for its high-speed motorcycles in the 1920s. Financial Services, Discover Financial Services, Fleet Financial (Suretrade and Quick & Reilly), Freddie Mac Freddie Mac: see Federal Home Loan Mortgage Corporation. , GE Capital Global Consumer Finance, LendingTree, Lloyds, San Paolo and Visa International. Representing a broad spectrum of investment companies, securities firms, traditional banks, credit providers and lending institutions -- including three of the five largest diversified financial The diversified financial services segment includes a range of consumer and commercially-oriented companies offering a wide variety of products and services, including various lending products (such as home equity loans and credit cards), insurance, and securities and investment services companies in the world (according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Fortune's Global 500 list) -- these premier companies have chosen the eGain Commerce(TM) platform to power online customer service programs critical to efforts aimed at increasing customer loyalty, maximizing existing resources and achieving targeted cost savings. "In the financial services industry, perhaps more than any other sector, companies are increasingly being stretched to interact with their customers in every possible fashion and in support of every possible process," commented Sam Clark, senior research analyst at META Group. "This is especially true in supporting sales, service and marketing on the Internet, where the Web's promise of 24-by-7 availability is often tested by the most demanding and valued of customers." American Century Investments understands the power of online customer service in the new economy. The company sums up the benefits of its relationship with eGain by stating: "We believe excellent customer service is a competitive differentiator in the mutual fund business. By using eGain's products, we significantly enhanced the level of customer interaction while reducing training costs." "The financial services industry is fiercely competitive," said Gunjan Sinha, eGain's president. "To build customer loyalty, it is crucial that these companies employ the most advanced technology available to ensure customers receive quick, personalized service in whatever way they choose to initiate contact. eGain works with businesses to design a comprehensive customer service solution that can integrate everything from customer self-service to call center knowledge management to proactive digital marketing." e-Satisfy found that online customers generally have higher expectations for customer service than they end up receiving. With the majority of Web users wanting more human interaction online according to an Aberdeen Group report, the need for comprehensive customer service solutions that transcend traditional email becomes even more important. A GartnerGroup report on the financial services community foresees companies spending approximately 10.5 percent of their revenues on IT investments this year. GartnerGroup also projects that at least 40 percent of IT spending among the securities and investment industry will occur in support of e-businesses. The eGain Commerce platform is a completely integrated platform for online customer service. Built using Web-native technology, the platform delivers exceptional scalability, rapid deployment, global access and seamless integration with existing e-business and call center systems. As customer service needs expand, a company can easily add eGain applications such as eGain Mail(TM) (high volume email management), eGain Live(TM) (Live Web collaboration), eGain Voice(TM) (voice over the Internet), eGain Inform(TM) (Web FAQ (Frequently Asked Questions) A group of commonly asked questions about a subject along with the answers. Vendors often display them on their Web sites for use as troubleshooting guidelines. self-service), eGain Assistant(TM) (lifelike conversational self-service), eGain Campaign(TM) (proactive digital marketing), and eGain k-Commerce Support(TM) (comprehensive self-service and knowledge management). Leveraging shared resources such as a customer base, knowledge base and workflow engine among all applications, eGain Commerce helps companies deliver personalized interactions that foster customer loyalty, increase sales and control service costs. About eGain Communications Corp. eGain (Nasdaq:EGAN) is the leading provider of customer service 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, and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration, and rapid deployment. Based in Sunnyvale, California, with offices worldwide, eGain has more than 600 customers, including AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. , Otis Elevator, and Olympus. 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. Except for the historical information contained herein, the matters set forth in this press release are forward-looking statements within the meaning of the safe harbor Safe Harbor 1. A legal provision to reduce or eliminate liability as long as good faith is demonstrated. 2. A form of shark repellent implemented by a target company acquiring a business that is so poorly regulated that the target itself is less attractive. provisions of the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995. These forward-looking statements 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 anticipated customer benefits from eGain products, and other risks detailed from time to time in eGain's filings with the Securities and Exchange Commission. eGain disclaims any intent or obligation to update these forward-looking statements. Note to editors: eGain, eGain Commerce, eGain k-Commerce Support, 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. |
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