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eGain Mail is an integral part of eGain Service™, the industry's top-rated customer service software for rapidly building unified multichannel customer interaction hubs. These hubs dramatically reduce customer interaction costs and enhance customer experience, service quality and contact center efficiencies. More information on eGain Mail can be found at: www.egain.com/products/email_management.asp.

Since the deployment of eGain in 2005, Playboy.com has achieved the following results:

• A 30% reduction in Average Handle Time (AHT) through the use of eGain’s knowledge base, which "auto-suggests" answers to agents based on the content of incoming emails;

• An additional 30% reduction in AHT through the use of eGain’s agent console, which enables customer service representatives to easily access information from existing business systems from within eGain through the eGain Data Adapter™. This eliminates the need to invoke a separate application to access such data; and

• A 40% increase in First-Contact Resolution (FCR) through the use of eGain Mail’s knowledge base, which provides accurate answers that help resolve customer issues the very first time.

"We deployed eGain Mail to help agents handle email customer service queries more quickly and accurately," said Jeff Gross, Customer Service Manager at Playboy.com. "The solution also has reduced the need for agent training and has allowed us to provide personalized responses while promoting related offerings in the context of service queries."

"Email has emerged as a popular interaction channel, second only to the phone," said Ashu Roy, CEO of eGain. "As consumers increasingly use email and other electronic channels for communicating with businesses, providing excellent service through these channels has become a business imperative in all industries including the media sector."