Adobe and eGain to Enable More Secure Customer Communications

Adobe and eGain to Enable More Secure Customer CommunicationsNew Technology Integration to Extend Customer Relationship Management Applications; Initial Solutions Targeted for Financial Services Industry Sector SAN JOSE, Calif. — Sept. 13, 2005 — Adobe Systems Incorporated (Nasdaq:ADBE) today announced it is working with eGain Communications Corporation to create new solutions for enhancing secure customer interactions through integration of Adobe® LiveCycle™ Policy Server and eGain Service 7 software. The first solutions based on the integration are planned to address more secure electronic statement delivery and account enrollment applications. They are expected to make it easier for financial institutions, governments and other organizations to realize the increased efficiencies of moving paper-based processes online, help improve compliance with regulatory mandates such as Gramm-Leach-Bliley Act, and increase end customer satisfaction.
With increased industry competition, a growing number of security and privacy mandates, and mounting customer demand for online services, financial services institutions and other organizations are faced with significant challenges in communicating and interacting with their customers. These challenges are heightened when it comes to sending sensitive or private information such as new account information, insurance claims information and financial statements. By combining Adobe LiveCycle Policy Server with eGain customer service and contact center software, organizations can apply security and access controls directly to documents, so that security controls persist throughout the document and communication lifecycle.
"Increasingly, as businesses set up systems to enable correspondence with customers online they are faced with a variety of security threats to their customers’ information, including phishing attacks and outright identity theft. At eGain we are committed to supporting our customers’ processes for sending and receiving confidential customer information," said Ashu Roy, CEO of eGain. "The combination of best-of-breed customer service software from eGain and industry-standard document security and control technology from Adobe, represents a powerful solution that protects sensitive information, enabling our customers to offer exciting new services to their end customers, which will ultimately deliver a better customer service experience."
The integration of Adobe LiveCycle Policy Server with eGain Service 7 will provide organizations with additional options for more secure interactions with customers. By applying policies directly to documents, organizations will provide increased protection of sensitive customer information. In addition, they can set policies for monitoring how documents are being used, with the ability to dynamically modify or revoke access permissions if misuse of a document is detected. Organizations also can allow their customers to save documents and access them offline, while maintaining security protections on the document.
"The combination of eGain’s customer interaction platform and LiveCycle Policy Server for protecting information at the document data level is a significant advancement for more secure online customer service," said Eugene Lee, vice president of product marketing for the Intelligent Document Business Unit at Adobe. "Not only will organizations be able to electronically communicate sensitive information more securely, but also reap the benefits of reducing costs associated with manual cumbersome paper-based processes."
The LiveCycle Policy Server and eGain Service 7 technology integration is expected to be available in Q1 2006. Pricing for the solution will be announced at that time. To read more about the planned integration, visit
LiveCycle document security and control capabilities enable organizations to achieve greater levels of authenticity, integrity, privacy and confidentiality of documents. Customers can apply digital signatures to Adobe PDF files, publish certified documents, add controls that expressly define who can open, view, print and copy, and dynamically revoke or expire documents. For more information on Adobe LiveCycle document security and control capabilities, visit .