eGain's Knowledge Management Solution Receives Customer Inter@ction Solutions(R) Magazine's "CRM Excellence" Award for 2004

eGain Knowledge(TM) Singled Out for Helping Aliant Inc. Enhance Customer Service Quality and Contact Center Productivity, and Reduce Costs

eGain Communications Corp. , a leading provider of customer service and contact center software to the Global 2000, today announced that Technology Marketing Corporation (TMC(TM))'s Customer Inter@ction Solutions® magazine www.cismag.com)"> has named eGain Knowledge(TM) a recipient of a CRM Excellence Award for 2004. The award was given to eGain in recognition of the outstanding business benefits delivered by eGain's knowledge management solution to Aliant Inc., a leading communications services company in Canada. Customer Inter@ction Solutions® has been the premier publication in the CRM, call center and teleservices industries since 1982.

Used by enterprises for over a decade, eGain's knowledge management solution for customer contact centers, helpdesks and web self-service enables agents to provide consistent and accurate answers to customer service and support questions; increases first-call resolution rates; reduces incorrect transfers, call-handle and wrap-up times; enables compliance in customer communications with government regulations, corporate policies and best practices; reduces incoming requests for agent-assisted service through web self-service; reduces the need for agent training; allows novice agents to handle more complex questions; and enables up-selling and cross-selling in a service context.

Aliant implemented eGain Knowledge for use in the contact center as well as web self-service. The solution has already enabled a 17% increase in agent productivity, and the company expects to easily deflect at least 10% of incoming calls to dialog-based web self-service, powered by eGain Knowledge, in the coming months.

"The world's leading companies have trusted eGain Knowledge for customer service, helpdesk and contact center excellence for over a decade," said Ashu Roy, CEO of eGain. "This award serves as another testament to the enduring business value delivered to clients by this solution over the years."

"Customer Inter@ction Solutions magazine implemented the CRM Excellence Awards as a way of commending the companies that have proven to be true CRM partners to their customers and clients," said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Inter@ction Solutions. "eGain has demonstrated to the editors of Customer Inter@ction Solutions that their products and services have substantially improved the processes of their clients' businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset: their customers."

The CRM Excellence Award winners for 2004 will be published in the May and June issues of Customer Inter@ction Solutions magazine.

About eGain Communications Corp.

eGain Communications Corp. is a leading provider of customer service and contact center software and services. 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(TM), the company's software suite, available licensed or hosted, 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(TM)(eGain SMP(TM)), 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 Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out 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, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain's plans, 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. The words and expressions "look forward to," "will," "expect," "plan," "believe," "seek," "strive for," "anticipate," hope," "estimate" and similar expressions are intended to identify the Company's forward-looking statements. 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 include, but are not limited to, the challenging economic environment; 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 its expenditures; the performance of eGain's management in achieving strategic goals 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 29, 2003, and the company's quarterly reports on Form 10-Q as may be amended and in effect from time to time. eGain assumes no obligation to update these forward-looking statements.

About Aliant

From its home base in Atlantic Canada, Aliant delivers a wide variety of innovative and traditional communications services, including local and long distance telephony, wireless, Internet, e-commerce, interactive multimedia, data and managed network services to more than two million consumers and over 80,000 enterprises. Aliant complements its industry-leading telecommunications business with strengths in advanced systems and information technology solutions and knowledge-services applications. The company's 9,000 employees build on Aliant's 100-plus year history by collaborating to deliver the highest quality of customer service, choice and convenience. Aliant is a TSX 100 company with a market capitalization of approximately $4 billion. More information about Aliant may be found by visiting www.aliant.ca.

About TMC(TM)

Celebrating more than 30 years as a leading publisher, Technology Marketing Corporation (TMC®) publishes Customer Inter@ction Solutions(TM), and Internet Telephony® magazines, and the online publications, TMCnet.com®, Planet PDA(TM) Magazine, Alternative Power(TM) and BiometriTech(TM). TMC® is also the first publisher to test new products in its own on-site laboratories, TMC® Labs. TMC® produces The VoIP Developer Conference and The Global Call Center Outsourcing Summit. TMC offers live and online certification programs through TMC University. TMCnet.com publishes more than 25 online newsletters. Visit www.tmcnet.com for details.

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