Communication Solutions

eGain Communications (News - Alert) Corporation, a provider of multi-channel customer service and knowledge management software, has placed in the Leaders Quadrant by Gartner (News - Alert) in the “Magic Quadrant for E-Service Suites 2008.”

 

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. eGain Service is available as on-premise or on-demand, and it is a complete customer interaction hub (CIH) software suite that includes applications for call tracking and resolution, knowledge management, multimodal Web self-service, email management, chat, Web collaboration, notifications and service fulfillment.

 

As an information technology research and advisory company, Gartner has been offering technology-related insight enabling its customers to make the right decisions. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It illustrates markets by using a two-dimensional matrix that evaluates vendors based on their completeness of vision and ability to execute.

 

It summarizes factors such as the vendor's financial viability, market responsiveness, product development, sales channels and customer base and also reflects the vendor's innovation. The Magic Quadrant report places vendors in the four quadrants - Leaders, Challengers, Visionaries and Niche Players.

 

Gartner defines Magic Quadrant leaders as companies that “demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. "Leaders typically respond to a wide market audience by supporting broad market requirements.

 

In addition, the report states, "An organization's manner of interacting with customers on the Internet is evolving from single-channel and nonintegrated (for example, e-mail only) instances to multi-channel, preintegrated instances (for example, e-mail, chat and virtual assistants). There is a slow but gradual move to the concept of the customer interaction hub."

 

"eGain is a pioneer with a decade-long history of innovation in the customer service and knowledge management arena," said Ashu Roy, chairman and chief executive officer at eGain. "We are honored to be positioned in the leaders’ quadrant by Gartner in the Magic Quadrant report, which I see as an acknowledgement of our track record."