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Analyst quotes
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"eGain
has distinguished itself in a highly competitive
market by providing a range of product and
delivery options: point solutions, full
suite, licensed software or hosted solution.”
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Katrina Howell,
Industry Research
Analyst, Frost & Sullivan
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Click
here to see the press release
"Resisting
this temptation to migrate into all
areas of CRM has kept the company focused
on service, specifically eservices that
are directly customer related. Deciding
to do one thing well as served eGain
up to this point and afforded the company
steady growth.”
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Scott Tiazkun,
IDC, eGain:
Taking the Customer's Point of
View |
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"Slashing
time to market is critically important for
companies competing in the e-commerce space.
eGain was an early mover in this segment and,
as a result, has built the service expertise
and critical mass of customers to become a
leader for online customer service applications.
The company's success in hosting not only
reflects the growing use of Application Service
Providers, but also validates eGain's visionary
approach to customer service. By dramatically
cutting front-end equipment, software and
IT costs, application hosting dramatically
reduces the time it takes a company to implement
a solution.”
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George Peabody,
Managing Director,
ASP Practice, Aberdeen Group |
"Enabling
customers to implement in a staged manner
is a very important approach in today's
economic environment. Our research shows
that while end user organizations regard
a CRM strategy as critical, the current
economic environment has caused them
to adopt a more long range, incremental
approach in regards to implementation.
With eGain's product set, companies
can implement one or two at a time over
time, with the assurance that the end
result will be a cohesive solution.”
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Mary Wardley,
Program
Director CRM IDC |
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"The
primary market that eGain plays in—collaborative
CRM—is
one of the faster moving CRM markets.
With so many companies building online
customer service capabilities, we project
a 54% average market growth for the
next five years for the type of solutions
that eGain provides. eGain's early attention
to the requirements of global customer
service positions it to address the
requirements of companies with global
customers as well as emerging global
service organizations.”
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Tim Hickernell,
Senior Program
Director, META Group CRM Infusion |
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"eGain
has from the very start focused on developing
Web-based customer communications solutions
that can be rapidly and easily hosted.
Simply attaching a Web-browser front-end
to existing client-server (and earlier)
applications doesn't cut it. The future
belongs to Web-architected applications
that have best-of-breed functionality
and access and aggregate resources both
inside and outside the corporate firewall.”
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Christopher Fletcher,
Director,
CRM Aberdeen Group |
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"Quick
access to answers represents the cornerstone
of most eService efforts. As companies focus
more on developing and maintaining knowledge
bases, knowledge solutions will become key
elements of a CRM selection.”
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Bruce D. Temkin,
Premier Analyst Firm |
"Adding
new customer contact channels can complicate
interaction management as a result of
cross-channel effects, channel limitations
and customer channel preferences. Companies
adopting hybrid-channel service must
adopt multi-channel escalation strategies
to ensure customer inquiries are answered
in the shortest amount of time, through
the appropriate channels and utilizing
the lowest cost service resources possible.”
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Tim Hickernell,
Senior Program
Director, META Group |
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"It
is clear that integration becomes increasingly
important as companies extend the breadth
of the product offering. Solutions that
aren't integrated hinder a company's
ability to service the customer. Companies
not only need a unified view of a customer's
interactions across all communication
channels, they also need an efficient,
uniform method for administering, maintaining
and reporting.”
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Matthew Cain,
VP of Workgroup
Computing Strategies, META Group |
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