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McAfee.com Deploys eGain Mail as Global ASP Solution; Email Management System Connects McAfee.com to Worldwide Customer Base

McAfee.com Deploys eGain Mail as Global ASP Solution; Email Management System Connects McAfee.com to Worldwide Customer Base

Business Editors/High-Tech Writers

SUNNYVALE, Calif.–(BUSINESS WIRE)–Feb. 22, 2000

eGain Communications (Nasdaq:EGAN) today announced that McAfee.com (Nasdaq:MCAF) has deployed eGain Mail to manage its incoming customer emails.

McAfee.com joins a list of leading technology companies, including Filemaker and RealNetworks (Nasdaq:REAL), relying on eGain solutions to increase customer satisfaction and build long lasting customer relationships.

As McAfee.com’s customer base continued to expand, it became clear that the company needed an industrial-strength system to effectively route, track, and suggest personalized answers to thousands of incoming customer inquiries. They also needed a system that provided CSRs, whether they were located in California or India, with remote access to dynamically updated information. After an extensive search for best-of-breed solutions, McAfee.com selected eGain for its Web-based architecture and its comprehensive application hosting services.

“eGain’s IT staff got the entire system up and running within two weeks, saving us from the costly down-time which would affect our entire customer base,” said Jon Wong, director of e-Commerce Services at McAfee.com. “We’re a global e-business and frequently deal with large volumes of email, so we understand the significance of having a Web-based system that can support our dispersed work force and huge customer base. After looking at several vendors, we chose eGain because they offer the best technology and ASP service.”

“McAfee.com knows the low total cost of ownership of Web-based applications,” said Ashutosh Roy, CEO of eGain Communications. “In distributing its workload to CSRs around the world, it reduces overall support costs. We’re delighted to partner with McAfee.com, to help them deliver superior customer communications.”

Built using a Web Component Architecture, eGain Mail is the most scalable, extensive and accessible email solution available in the market. eGain’s Web-native design renders traditional client/server communication systems obsolete, even those systems with “bolted-on” Web interfaces. Designed to meet the needs of rapidly growing companies like McAfee.com, eGain’s hosted application service offers e-businesses fast time to market, scalability, 24 by 7 support, and expertise in ongoing system maintenance and upgrades.

About McAfee.com

Headquartered in Santa Clara, McAfee.com is a leading global consumer Application Service Provider (ASP) devoted to providing PC users with online services to secure, manage, repair, update and upgrade their PCs over the Internet. Combined with a range of content, shopping and personalization services, McAfee.com has attracted millions of users in over 230 countries and territories to become one of the largest and most targeted communities for PC users on the Internet. For more information, McAfee.com can be reached at 408/572-1500 or on the Internet at http://www.mcafee.com.

About eGain Communications Corp.

eGain (NASDAQ:EGAN) is a leading provider of integrated, multi-channel e-customer communications solutions. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration, and rapid deployment. Based in Sunnyvale, with offices worldwide, eGain has over 200 customers, including 3Com, AOL, CNBC, GTE, Mazda, Safeco and Walgreens. For more information about eGain, please visit http://www.egain.com, or call the company’s offices — US: 888/603-4246, London: +44 (0) 118 988 0266, Sydney: 612-8923-2661.

Note to Editors: eGain, eGain Mail, and eGain Hosted Network are trademarks of eGain Communications Corp.

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