eGain launches eGain Service 6. (New Products).eGain Communications Corp. recently announced the availability of eGain Service 6, the sixth generation of the company's Internet-architected solution for customer service management. eGain Service 6 was designed to be a complete set of software and services that enables global enterprises to help improve service quality, provide unified multichannel customer service and transform service operations into profit centers by using next-generation technologies, processes and globalized contact center models. eGain Service 6 includes integrated suites for the customer contact center and Web self-service that incorporate newly implemented features. eGain Service 6 is powered by an open service management platform: eGain SMP (Symmetric MultiProcessing) A multiprocessing architecture in which multiple CPUs, residing in one cabinet, share the same memory. SMP systems provide scalability. As business increases, additional CPUs can be added to absorb the increased transaction volume. (Service Management Platform). It also provides a flexible integration framework, the eGain Universal Information Exchange. The platform provides common infrastructure elements, business process and knowledge engines to the packaged applications in eGain Service 6. The platform is standards-base d with J2EE (Java 2 Platform, Enterprise Edition) A platform from Sun for building distributed enterprise applications. J2EE services are performed in the middle tier between the user's machine and the enterprise's databases and legacy information systems. compliance and supports industry standards such as XML XML in full Extensible Markup Language. Markup language developed to be a simplified and more structural version of SGML. It incorporates features of HTML (e.g., hypertext linking), but is designed to overcome some of HTML's limitations. , Web Services, HTTP HTTP in full HyperText Transfer Protocol Standard application-level protocol used for exchanging files on the World Wide Web. HTTP runs on top of the TCP/IP protocol. , HTTP(S), SSL and JDBC (Java DataBase Connectivity) A programming interface that lets Java applications access a database via the SQL language. Since Java interpreters (Java Virtual Machines) are available for all major client platforms, this allows a platform-independent database , and incorporates security and auditing features that have satisfied the requirements of security-oriented industry sectors such as financial services. www.egain.com |
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