eGain, Sun Achieve Highest Knowledge-guided Benchmark Score

2/27/2003 - eGain Communications Corp. (Nasdaq: EGAN), a leading provider of customer service management software and services to the Global 2000, and Sun Microsystems, Inc. announced a new performance and scalability test result achieved during a series of tests. eGain Knowledge[tm] running on a Sun Enterprise[tm] 10000 server with 64-way 400 MHz UltraSPARC[tm] II CPUs and 64 GB memory, in combination with Sun StorEdge[tm] T3 arrays handled 560,456 knowledge sessions and 4,337,141 server hits for a typical call center day while demonstrating response times of less than 3 seconds with 2,500 users. This is the highest performance demonstrated by a solution for knowledge-guided customer service among publicly available benchmark tests that are based on real-world data. The tests, which were performed at Sun Microsystems' Benchmark Center in Newark, CA used real-world input and test parameters from a world-class telecom company with over 100 million customers.

The tests demonstrated both horizontal and vertical scalability while maintaining near linear transaction throughput and response times when additional Sun Enterprise 10000 boards were added in a load-balanced environment. The tests simulated concurrent agent sessions on multiple topics accessing information from a large knowledge repository. Additionally, it was able to maintain response times under a continuous variable load by effectively managing resources with no degradation.

The hardware included one Sun Enterprise 10000 server with server domains for the application and one domain for the database. The database domain had three Sun StorEdge T3 arrays (972GB) attached for the data, index, log and application.

About eGain Communications Corp.
eGain (Nasdaq: EGAN) is a leading provider of customer service management solutions for global enterprises. 24 of the 50 largest global companies rely on eGain solutions to transform their traditional call centers into profit centers. eGain Service 6[tm], the company's software suite, also available as a hosted service, includes integrated, best-in-class applications for web self-service, virtual agent customer service, customer email management, live web collaboration and knowledge management. These robust applications are built on the eGain Service Management Platform[tm]--a scalable next-generation framework that offers end-to-end service process management, multi-site contact center management, a flexible integration approach and certified out-of-the-box integrations with leading call center and business systems.

Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide, including ABN AMRO, DaimlerChrysler, and Vodafone. To find out more about eGain, visit or call the company's offices-United States: (888) 603-4246; London: +44 (0) 1753 464646; Tokyo: 81-3-5778-7590.

About Sun Microsystems, Inc.
Since its inception in 1982, a singular vision -- "The Network Is The Computer[tm]" -- has propelled Sun Microsystems, Inc. (Nasdaq: SUNW) to its position as a leading provider of industrial-strength hardware, software and services that make the Net work. Sun can be found in more than 100 countries and on the World Wide Web at

FREIA21 is a trademark of Hitachi, Ltd. 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 their respective companies. Sun, Sun Microsystems, the Sun logo, Solaris, Sun Enterprise, Sun StorEdge and The Network Is The Computer are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and other countries. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. in the United States and other countries. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc.

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