eGain Communications has released the latest iteration of its self-service application, eGain Service 7.6. New features include guidance on complex customer interactions and tweaks to security, as well as additional process improvement. Such incremental gains in functionality — across the self-service industry in general — are likely to be the norm going forward, according to Gartner research director Esteban Kolsky. “The self-service industry has matured,” he said.