| eGain Communications Corp. announced a discount for Mac developers of up to 15 percent who buy or outsource the eGain Email Management System (EMS). eGain is a developer of "customer service solutions for electronic commerce," in their words. The discount being offered applies to Apple developers through the Apple Developer Connection program.
EMS is a solution for companies that receive voluminous e-mails from customers such as e-mail-based tech support. Jessica Ly, Public Relations Manager of eGain Communications, tells us that the software can integrate into a company's existing support infrastructure helping to automate repetitive inquiries. The product includes integration with a knowledge base and the ability to parse through incoming e-mail inquiries to match those inquiries to the knowledge base. The software then looks for an answer if it can find one and can either pass the inquiry on to a human support person along with suggested answer for approval or give an automated reply that does not require human help. The system also gives an automated acceptance e-mail to the sender.
The Mac Observer Spin: The entire system is web based making it cross platform by default. With the resurgence of the Mac and the newfound proliferation of Mac developers, eGain has sought to bring these developers to their solution by offering the 15% discount. Most enterprise level solution providers do not even notice the Mac so we see this offer by eGain as another example of the return to health by Apple.
eGain Communications Corp.
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