MOUNTAIN VIEW, CA — (MARKET WIRE) — 02/27/2006 — eGain Communications
Corporation (OTC: EGAN), provider of the industry’s top-rated customer
service and contact center software for in-house or on-demand deployment,
announced today that Playboy.com has successfully deployed eGain® MailT, the
industry’s top-rated email management software, to manage and respond to
customer emails and run customized promotions to grow revenue. The company
needed a proven email management solution to handle the high volume of
customer email queries about issues such as subscriptions, promotional
offers and content. After an extensive evaluation of multiple offerings in
the market, Playboy.com selected eGain Mail.
Playboy.com’s customer service department receives 20,000 emails a month on
average, and is expecting that volume to double in 2006. The organization is
confident that it can handle the rapidly increasing volume without
additional agents with the help of eGain Mail. With a combination of
workflows, multichannel knowledge base, suggested and automated responses,
and customized promotional footers, Playboy.com will be able to meet service
levels as well as make more effective use of emails to maximize the value of
interactions for both the customers and the business.

“With eGain, we don’t need dedicated people to distribute and route customer
emails as they come in,” said Bob Nitekman, Director of Operations for
Playboy.com. “Our specialists will be able to focus on the questions that
come their way and handle them quickly with the help of the eGain knowledge
base.”

“Email has emerged as an extremely popular channel for customer interaction,
second only to the phone, and providing excellent service through email and
other online channels is absolutely critical to the success of any
business,” said Ashu Roy, CEO of eGain. “We are delighted that Playboy.com
has chosen eGain Mail for mission-critical email management and look forward
to working with them to build a multichannel customer interaction hub.”

Used by leading companies around the world, eGain Mail enables contact
centers to intelligently route incoming emails and process them effectively,
efficiently, and consistently. Key capabilities include categorization,
auto-suggestions, auto-responses, secure messaging, multi-language support,
multi-tenancy, extended task management, comprehensive reporting, workflow
for regulatory compliance and quality control, and out-of-the-box
integrations with leading CTI and business systems. eGain Mail is an
integral part of eGain® ServiceT, 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