eGain Now Available for Cisco Unified Contact Center Express 8.5

By Anshu Shrivastava, TMCnet Contributor

A provider of cloud and on-site customer interaction software, eGain has announced the general availability of eGain 10 for Cisco Unified Contact Center Express (Unified CCX) 8.5.

The new cloud call center offering comes with eGain’s applications to manage customer interactions via e-mail, chat, click-to-call, agent knowledge and Web self-service, all seamlessly integrated with Cisco (News - Alert) Unified CCX.

Industry reports state that there is a need for multichannel in midsize contact centers. “There has been a significant void in the midmarket around a robust, integrated eService solution for Cisco Unified CCX,” said Tim Brannock, vice president of sales at Cameo Solutions.

The midsize contact center market, driven by VoIP technology shift and the increasing demand for eService, is growing faster than its enterprise counterpart, according to industry reports.

Company officials said that there is a strong need for customer interaction management solutions that are functionally rich and well integrated across phone and web channels. To correspond with the Cisco Unified CCX platform, Gain for Cisco Unified CCX is the first solution to meet both these requirements.

It offers robust applications to handle e-mail, chat, and click-to-call interactions, and also empowers agents and customers with rich, easy-to-use knowledge portals.

Some of the features include common user administration; 360-degree customer interaction history; blended routing across voice, e-mail, and chat; single agent sign-on and user interface; CTI (News - Alert) screen pop for call handling; and more.

“eGain’s integrated solution for Cisco Unified CCX is a great addition to our comprehensive portfolio of contact center offerings,” said Duke Bond, contact center solution architect at CDW (News - Alert).