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MOUNTAIN VIEW, CA — August 20, 2004

eGain Communications Corp., a leading provider of customer service and contact center software for in-house or on-demand hosted deployment, today announced that the company has validated the integration of eGain Knowledge?, the industry?s pioneering knowledge management solution, with Action Request System® (AR System®), the premiere platform for automating and managing service management business processes from BMC Software?s Remedy® product line. This solution jointly addresses the market need for end-to-end automation of helpdesk support processes.

eGain Knowledge is a proven knowledge management solution used for problem resolution in helpdesks, customer contact centers, and web self-service. The combination of eGain Knowledge’s problem-solving capabilities and AR System?s problem-tracking capabilities enables Remedy users to easily access eGain Knowledge in the context of a particular request with pre-populated information and symptomatic data. eGain Knowledge uses this information to perform a root-cause analysis and recommend a solution. The integration also enables the automatic recording of call-resolution information onto AR System, significantly reducing call wrap-up time.

Among the benefits of the joint solution:

·Reduced escalations and repeat calls through effective and efficient, knowledge-guided, first-call resolution

·Improved service process efficiencies through faster call handling and wrap-up times

·Reduced need for agent training and ?research? time through easy and flexible access to knowledge content

?eGain Knowledge is a proven knowledge management solution that enterprise helpdesks and contact centers have used for over a decade,? said Ashu Roy, CEO of eGain. ?This integration empowers helpdesks using Remedy’s AR System to leverage structured and unstructured enterprise knowledge to increase helpdesk productivity and reduce costs.?

?The integration of our AR System with a robust knowledge management solution, such as eGain Knowledge, enables helpdesks to further automate their support processes,? said Gordon Vaughan, Integration Alliances Manager for the Service Management Business Unit of BMC Software.

About eGain Communications Corporation

eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand hosted deployment. Trusted by prominent companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for over a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers into profit centers, and extend their service-based competitive advantage. eGain Service 6?, the company’s software suite includes integrated, best-in-class applications for customer email management, knowledge management, web self-service, live web collaboration through chat and co-browsing, automation of fax and paper-based service interactions, and service fulfillment. These robust applications are built on the eGain Service Management Platform?(eGain SMP?), a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact center management, a flexible integration approach, and certified out-of-the-box integrations with leading call center, content and business systems.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To learn more about eGain, visit http://www.eGain.com or call the company’s offices-United States: (888) 603-4246 ext. 9; London: +44 (0) 1753-464646; Tokyo: 81-3-5778-7590.

eGain, the eGain logo, eGain Communications Corporation, and eGain Knowledge, are trademarks or registered trademarks of eGain Communications Corporation in the United States and internationally. All rights reserved.

eGain Media Contact????????????????????

Karen Thrash????????????

eGain Communications????Corp.????????????

Tel: 650 230 7451????????????????????

Email: pr@egain.com????

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