eGain Launches Industry’s First Wireless Virtual Agent
With the Help of Curious Networks, eGain’s Agent
Supports All Wireless Devices
CHICAGO and SUNNYVALE, Calif. — Aug.1, 2001 —
eGain Communications (Nasdaq: EGAN), and privately-held
Curious Networks will unveil the
industry’s first wireless virtual agent at the International Call Center Management (ICCM)
show that runs July 31-August 2, in Chicago. This innovation overcomes the barriers that
have hindered use of the wireless Web for customer service, improving both the responsiveness
and usability of the channel to deliver a more powerful vehicle for service inquiries.
Recognizing that convenience is a top priority for customers making service requests,
eGain’s new wireless solution continues the company’s tradition of ensuring excellent
customer experiences. The virtual agent shown at ICCM combines eGain Assistant™ with Curious
Networks Continuum™ Embedded software.
The wireless version of eGain Assistant enables users to get answers and assistance on Web
sites via all mobile devices, including Internet-enabled personal digital assistants (PDAs) and
2-way pagers. A life-like conversational virtual agent, eGain Assistant eliminates the challenge
users face having to navigate through large amounts of content on small screens. Instead of
cramming the content from an entire Web page into the confines of a small display, eGain
Assistant gives users specific, detailed information to their inquiries, free of extraneous
content such as pages of links, menus and icons.
eGain’s software is enabled for use on wireless devices via Curious Networks’ Continuum(TM)
Embedded Edition, a solution that simplifies the task of extending enterprise applications
to wireless devices. The new wireless virtual agent showcases not only the elegance of using
eGain Assistant to access the wireless Web, but also the power of Curious Networks’ unique
software. Given that both companies support open standards like XML, eGain and Curious Networks
were able to create a wireless version of eGain Assistant in record time.
Overcoming Two Barriers of the Wireless Web for Customer Service The revolutionary wireless
virtual agent overcomes two barriers that have hindered the delivery of customer service via the
wireless Web: first, the need for an efficient way of accessing content within a small screen;
and second, a way to deliver web content that supports the wide variety of devices on the market,
and their continual changes.
eGain Assistant a Natural Solution for Wireless Web
Through its efficient natural language dialogs, eGain Assistant provides a simple user
interface that enables users to ask and receive answers for exactly what they want without
tedious navigation and slow response times. When accessed via a mobile device, eGain
Assistant eliminates the frustration of trying to navigate a cluttered Web site via a
small display. As a result, customers can easily target the precise information the need,
such as checking flight times, gate assignments, stock quotes, account balances or order status.
Three Ways to Speed Text Entry
Beyond the handwriting recognition, portable keyboards, and text completion
provided by many mobile devices, eGain Assistant provides three additional ways
to speed text entry. First, eGain Assistant recognizes abbreviations and mnemonics,
such as "r" as a shortcut for "are," and "u" as a shortcut for "you." Second,
Assistant embeds possible responses as links that can simply be tapped rather
than typed, for example, a link for the word "yes." Finally, Assistant provides
a learning interface that remembers facts give to it. If a user tells the virtual
agent a zip code or similar data, the agent knows not to ask
for that information again.
Curious Networks' Software Speeds Deployment on Range of Wireless Devices
Using Curious Networks' Continuum™ Embedded development software, eGain easily deployed
its eGain Assistant software on leading wireless devices, including all variations of
Internet-enabled mobile phones, Palm, RIM, and Windows CE devices. Curious Networks'
rapid deployment cycle overcomes the challenge of device management, making it feasible
for companies to extend enterprise applications for use across a variety of wireless devices.
The Continuum™ Embedded software simplifies wireless deployment by way of a presentation
server that optimizes software for a variety of specific individual devices. With its broad
device support, and efficient development cycle, Continuum(TM) Embedded is recognized as
one of the most flexible and robust mobile software development solution available today.
"Curious Networks is a great go-to-market partner for wireless development," said Rearick.
"We were very impressed that with Continuum™ Embedded we were able to deploy eGain Assistant
to all mobile devices in a fraction of the time we expected."
Solution Availability
eGain Assistant is available now from eGain Communications. Continuum Embedded, a solution
for software developers wishing to take existing applications mobile, is available now from
Curious Networks. Used together, the applications enable companies to provide highly efficient
customer service via the wireless Web. eGain Communications and Curious Networks are in the
process of formalizing a partnership to better serve mutual corporate customers.
About Curious Networks
Curious Networks enables the delivery of customized business, employee, and consumer-centric
applications across the widest range of Internet devices. The company's Continuum™ product line
includes a high-performing, scalable presentation server and development platform, which allows
businesses to build next-generation applications that users can access simply by using their PCs,
mobile or standard phones, personal digital assistants and other emerging Internet appliances.
Curious Networks' platform interoperates with all industry standards including XML, WML, HTML,
xHTML, VoiceXML, and J2ME. Using MAXML™, a breakthrough multi-channel markup language based on
interaction-oriented development, the Curious Networks Continuum™ product line delivers
unparalleled usability, protection from costly future development, and complete scalability.
For additional information about Curious Networks, visit www.curiousnetworks.com.
About eGain Communications Corporation
eGain (Nasdaq: EGAN) is a leading provider of interaction management software for the Internet.
Selected by 24 of the 50 largest global companies to transform their traditional call centers
into multi-channel contact centers, eGain solutions measurably improve operational efficiency
and customer retention - thus delivering a significant return on investment (ROI). eGain eService
Enterprise - the company's integrated software suite - includes applications for email management,
Web collaboration and self-service, and enterprise-wide knowledge management. Headquartered in
Sunnyvale, Calif., eGain has an operating presence in 18 countries and serves close to 800
enterprise customers on a worldwide basis - including AOL Time Warner, Charles Schwab and
Verizon.
To find out how eGain can help you gain customers and sustain relationships, please
visit www.egain.com or call the company's offices - United States: (888) 603-4246;
London: +44 (0) 1753 464646; or Sydney: +612 9492 5400.
Cautionary Note Regarding Forward-looking Statements: All statements in this release that
involve eGain's plans, forecasts, beliefs, projections, expectations, strategies and
intentions 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,
which are based on information available to eGain at the time of this release, are not
guarantees of future results; rather, they 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 uncertainty of
demand for eGain products; the anticipated customer benefits from eGain products;
increased competition and technological changes in the markets in which eGain
competes; eGain's ability to
manage growth; intense competition for qualified employees; and other risks detailed
from time to time in the company's filings with the Securities and Exchange Commission,
including the company's annual report on Form 10-K filed on September 28, 2000, and the
company's quarterly reports on Form 10-Q. eGain assumes no obligation to update these
forward-looking statements.
eGain is a registered trademark, and the other eGain product and service names
appearing in this release are trademarks or service marks, of eGain Communications Corp.
All other company names and products are trademarks or registered trademarks of their
respective companies.
|
|
