eGain Targets E-Service Market With New E-Mail Software.

eGain Communications Corp. has announced an enterprise software solution for companies grappling with rising volumes of e-mail and Web form submissions from around the globe. A new e-mail management product, eGain Mail Global provides support for inbound and outbound e-mail in virtually any language, as well as agent consoles that have been localized into eight of the world's languages. In addition to English, eGain Mail Global is available now with user interfaces in double-byte languages such as Japanese, Traditional Chinese, Simplified Chinese and Korean. Localized user interfaces for French, German, Dutch and Spanish will be available in the third quarter of this year. The new software solution was designed to complement the international capabilities of eGain Knowledge, a knowledge management system, and eGain Campaign, an outbound e-mail marketing application. Used together, the three products provide a solution for multilingual e-service management, helping enable companies to deliver improved online customer service throughout the world, regardless of language. eGain Mail Global recognizes and stores content written in multiple languages in a single database, allowing both support agents and customers to work in the language of their choice. Leveraging built-in workflow management, eGain Mail Global also supports language-based routing for sending incoming e-mail to the appropriate customer service representatives (CSRs). From an end customer perspective, the routing is transparent: customers can send e-mail in any language they wish, and it will be automatically routed to the appropriate agents. At the receiving end, agents can read and send e-mail in any language, and have the choice of localized user interfaces for their work environment: through a pull-down menu, agents can select their language preference at log-in. Thus, multilingual agents can work in their native language, even while they support customers in multiple languages.