Sunnyvale, CA-based eGain, a provider of customer service
infrastructure for e-commerce, acquired New York-based Sitebridge Corp., a provider of
real-time customer service applications.
With the acquisition, eGain said it extends its market leadership by adding
Web collaboration, telephone call back, interactive messaging, and voice IP
to its e-mail
management system. Financial terms of the deal were not disclosed.
“The combination of eGain and Sitebridge provides a compelling solution for
e-commerce companies looking to differentiate themselves through outstanding
customer service,” said Ashutosh Roy, co-founder and CEO of eGain. “Leading
companies understand that customer service is key to the success of
e-commerce efforts, and that they must offer multiple contact methods to
provide the best experience for the customer.”
“Our strong technologies, similar business model, and shared vision were the
main attractions for this union,” said Wendell Lansford, president and CEO of
privately held Sitebridge. “It was clear that together we can provide more
value to the market than each of us could offer independently.”
eGain’s flagship application, the eGain Email Management System (eGain EMS),
is a Web-based “e-mail call center” that enables customer service departments
to route,
track and respond to high volumes of customer e-mail and Web form messages.
The addition of Sitebridge’s technology delivers a full Web collaboration
system, which includes interactive messaging, callback, escorted Web
navigation and voice IP.
