Associated Press Headlines Newest Online Customer Service Process With eGain Live.

Business/Technology Editors

SUNNYVALE, Calif.--(BUSINESS WIRE)--Aug. 7, 2000

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-- Rapid Availability Through Hosting Wins Business for eGain

eGain Communications today announced that The Associated Press has selected eGain Live(TM), a Web-based customer service software application that delivers live assistance to online visitors. AP, the world's oldest and largest news organization, will offer text chat and Web collaboration capabilities on its Web sites to improve the speed and quality of customer service for member newspapers and broadcasters as well as for subscribers.

"We needed a product that we could have up and running right away. Something that didn't place extra demands on our internal systems or staff," said Paul Olivier, AP's director of technology services. "eGain offers a hosted solution that doesn't require any in-house software installation and frees our people to concentrate on our time-sensitive projects."

Oliver said in addition to an easy-to-use customer service tool, eGain adds an ability to begin offering assistance "before our members even ask a question. By providing our support specialists with the member's previous site movements, we can start a conversation already knowing what is being sought."

"We're pleased to welcome The Associated Press to our growing list of global customers," said Gunjan Sinha, eGain's president. "Live interaction with customers, partners and employees is crucial for businesses as they plan to leverage the Web. As an industry pioneer, eGain has been leading the innovation in live Web-based interaction solutions, offering it on the same eGain Commerce platform that delivers leading email and self-service capabilities."

Live interaction continues to be a strong preference among consumers. An e-Satisfy survey showed that 90 percent of online customers prefer human interaction, underscoring the value of live customer service.

Benefits and Features of eGain Live

eGain Live is a Web-based customer service application that enables companies to deliver high value, live assistance to online customers. Communications tools include real-time text chat, escorted browsing, online form assistance, telephone callback and voice over Internet protocol (VoIP). This award-winning solution enables company representatives to instantly provide customers with pictures, URL links, product specifications, pricing information, order forms and other assistance over the Web. Using eGain Live, service representatives can increase revenues by up selling and cross selling while also building customer loyalty.

eGain Live is part of eGain Commerce, 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-businesses and call center systems. As service needs expand, companies can easily add eGain applications including eGain Mail(TM) (high volume email management), eGain Voice(TM) (voice over the Internet), eGain Inform(TM) (Web FAQ self-service), eGain Assistant(TM) (life-like conversational self-service), eGain Campaign(TM) (proactive digital marketing) and eGain k-Commerce Support(TM) (comprehensive self-service and knowledge management). All are available as licensed or hosted solutions.

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 The Associated Press

Founded in 1848, The Associated Press is the world's oldest and largest newsgathering organization providing text, audio, video, news photos, graphics and technology to more than 15,000 news outlets with a daily reach of 1 billion people around the world. Its multimedia services are distributed by satellite and the Internet to more than 120 nations. For more information about The Associated Press, please visit www.ap.org or call [phone].

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, GE Appliances and Otis Elevator. For information about eGain, please visit www.eGain.com or call the company's offices - US: [phone]; London: [phone]; Sydney: [phone].

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 provisions of the Private Securities Litigation Reform Act 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.

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.