eGain e-mails for resellers

eGain e-mails for resellers

US customer service solutions provider eGain Communications is looking to attract resellers who can offer products or services to complement its own.

The company, which launched itself onto the Australian market last week, also plans to establish strategic partnerships in Australia with ASPs, systems integrators, total solution providers, and call centre organisations.eGain provides a suite of integrated e-mail and real-time Web collaboration programs designed to encourage consumer confidence and turn "browsers into buyers", the company said.

The solutions, which can be hosted from an ASP or installed in-house, are based on the use of artificial intelligence to automate "quality" e-mail responses and manage e-mail marketing.eGain's international vice president, Bob Apollo, said the company would take a "strong services" approach toward its resellers who will be offered financial rewards for including the company's products in their own services.

"We want to establish relationships that are beneficial to ourselves, our clients and our customers," Apollo said.

For example, he explained, eGain's solutions would provide Web developers with a new range of services to offer their new and existing clients.

Apollo added that eGain would reproduce a successful promotional strategy that the company recently ran in Europe.

The strategy included direct mail and marketing campaigns, and included training programs.eGain uses shared resources such as a common customer database, knowledge base, and workflow engine, to create and manage personalised communications that foster loyalty and increase sales, according to the director of eGain's Australian, New Zealand, and Southeast Asian operations, Richard Meiklejohn.

"Our objective is to be the leading provider of customer communications infrastructure for Australian businesses engaged in e-commerce," Meiklejohn said.

The company also offers a Web collaboration system (WCS) that enables businesses to answer customer questions in real time over the Web through browser sharing, text chat, voice-over-IP, and Web callback technologies. The WCS also allows customer service representatives to handle one customer or multiple customers at once.

Following in the footsteps of its US-based counterpart, Web navigator LookSmart is the first company in Australia to invest in eGain's solutions as part of a new service for its clients and customers.

While the service, known as LookSmart Live, is yet to be released locally, LookSmart's Melbourne-based editorial team is using eGain's technology to help provide 24 x 7 guidance to Web surfers in the US. By David Smedley

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