eGain announces embedded AI knowledge for Cisco Finesse(TM)

New Post Public Reply Private Reply Replies (0) Message Board
News Desk 2018
203
eGain announces embedded AI knowledge for Cisco Finesse(TM) desktop

SUNNYVALE, CA--(Marketwired - June 26, 2017) - eGain (NASDAQ: EGAN), the leading provider of cloud customer engagement solutions, today announced eGain Solve™ for Cisco, a cloud-based solution seamlessly integrated with Cisco's contact center platform and offered as part of the Cisco SolutionsPlus™ program.

eGain Solve™ for Cisco allows voice and digital contact center agents on Cisco Finesse to confidently answer customer questions by clicking on a "Solve" button within the Finesse desktop. Behind the scenes, the solution bootstraps with relevant context from the desktop and guides the agent through compliant process and knowledge content. In addition, the solution offers proactive digital engagement with intelligent offers and secure cobrowse. Finally, the solution delivers a unified analytic dashboard to measure and manage omnichannel contact center operation.

Michael Maoz, VP and Distinguished Analyst at Gartner, wrote in the foundational research note, Knowledge Management Will Transform CRM Customer Service, "Improved delivery of contextual knowledge to an employee or customer reduces a provider's time to answer by 20% to 80%, raising competency and satisfaction. CIOs can reduce customer support costs by 25% or more when a proper knowledge management (KM) discipline is in place."1

This ability to confidently solve customer problems using AI knowledge at the push of a button right from the agent desktop is a game changer. According to a recent survey of contact center agents conducted by eGain, 86% of respondents rate the inability to find the right answer to customer questions as their biggest pain-point in serving customers.

"Easy agent experience delivers great customer experience," said Ashu Roy, eGain CEO. "eGain Solve for Cisco dramatically reduces agent effort with click-to-solve™ access to AI knowledge."

"With eGain Solve for Cisco, clients can easily accelerate contact center transformation on the Cisco platform with cloud-based innovation across knowledge, AI and analytics," said Chris Botting, General Manager of Cisco's Customer Care Business Unit.

1 Gartner, Knowledge Management Will Transform CRM Customer Service, March 2014, Refreshed November 2016

More information
eGain Solve for Cisco: http://www.egain.com/egain-for-cisco/
eGain Customer Engagement Suite: http://hd.egain.com/wp-content/overviews/egain_overview.pdf
eGain Solve listing on Cisco Marketplace: https://marketplace.cisco.com/catalog/companies/egain-corporation/products/egain-solve-for-cisco
eGain contact for more information: info@eGain.com

About eGain

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain software, visit http://www.egain.com/products/

Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US),
+44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain 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 the respective companies.

Media contact

Tim Cox
ZingPR on behalf of eGain Corporate
Phone: 650-888-6116
Email: Tim@ZingPR.com

Jane Stewart
eGain Europe
Phone: +44 (0)1635 800087 - Ext 5118
Email: press@egain.com
Scroll down for more posts ▼

Top 10 Most Recent News Articles

$10,000 Boost Fuels Nichols College's Archaeological Quest

Updated Category News Views 178

Webster First's Generous Contribution It's not every day you see a credit union digging into history—literally. Webster First Federal Credit Union just dropped ten grand to fuel Nichols College's archaeological adventures. This isn't some trivial check to post on Instagram. No, we're talking about funding some serious ground-penetrating radar (GPR) gadgetry that's set...

Continue Reading
Palatin Prepares for FY27 Results Amid Market Curiosity

Updated Category News Views 149

Mark Your Calendars, Investors! Folks grumble about the mundane task of checking fiscal calendars, but without this intel, where are we? On November 17, 2026, Palatin Technologies (NASDAQ:PTN) is slated to release their Q1 Fiscal Year 2027 operating results bright and early, before most of us have even sipped our coffee. The buzz around these numbers is as electric as any...

Continue Reading
Understanding Septic Tank Pumping: Insights & Tips

Updated Category News Views 116

Why in the world are we discussing septic tanks today? Well, it’s because folks often overlook their importance until they’re knee-deep in unexpected plumbing woes. If you're a homeowner, understanding your septic system's needs is crucial to avoid literal and financial messes down the line. Behind the Scenes of Your Septic System Picture your household water usage....

Continue Reading
Anderson University Sees Financial Turnaround Success

Updated Category News Views 177

Anderson University, against all odds, is shaking up the financial narrative they’ve been stuck in for a while. It’s kind of like finding a $20 bill in an old coat—a nice surprise but it doesn’t happen every day. The university’s recent report on their financial progress is reminding folks that when it comes to fiscal discipline, sometimes you just need fresh...

Continue Reading
Dana-Farber Integrates IconPCR for Precise cfDNA Sequencing

Updated Category News Views 117

Innovating Precision in cfDNA Sequencing One day you're trudging along old paths, and the next, technology throws you a curveball that's too critical to ignore. That's the scene at Dana-Farber Cancer Institute with their latest lab upgrade. They've bent the knee to integrate n6's iconPCR system into their toolkit for liquid biopsy research—a move that's caught my...

Continue Reading
Bright Idea: Menu Covers Light Up Dining Spaces

Updated Category News Views 36

Lighting Up Dinner Conversations You ever sit in a restaurant dim enough to make you question if even the chef can see in that darkness? Enter the MENU AID, a nifty brainchild straight out of Chula Vista, California. This invention brings a bright twist to our dining escapades, literally. Picture a menu cover that lights up like it's got its own little halo, solving the...

Continue Reading
Procon Uses Robotics to Revamp Cruise Terminal 5

Updated Category News Views 58

Building Bigger with Robotics at Port Canaveral Robots on a construction site sounds like sci-fi, right? But it's the reality at Port Canaveral's Cruise Terminal 5, where Procon is rolling out its robotic tech magic. This ain't your everyday wrench-and-spanner job; we're talking remote-controlled bots capturing 360-degree images. “Regular reality capture can help teams...

Continue Reading
Etavopivat Aims to Tackle Sickle Cell Crisis Head-On

Updated Category News Views 176

Diving headfirst into the world of sickle cell disease, Novo Nordisk has just thrown its hat in the ring with etavopivat. Now, anyone who's been following the biotech dance knows this ain't no small feat. This investigational therapy is poised to shake things up, offering a new lifeline for those wrestling with this debilitating condition. And leaping from the Phase 3...

Continue Reading
Navigating Roof Damage Insurance Claims: Key Insights

Updated Category News Views 115

No one wants to deal with roof damage, but knowing the rules of the game is half the battle. The landscape of insurance claims can be tricky—especially when Mother Nature starts playing hard ball. Here, we break down what homeowners need to know to stay one step ahead in these situations. Unpacking Roof Damage Coverage Most homeowners think they've got things covered...

Continue Reading
CR&R Workers Join Teamsters, Fight for Fair Conditions

Updated Category News Views 74

Waste Workers Push Back Against Corporate Pressure The Southern California sun isn't the only thing heating up these days; the waste workers at CR&R Environmental Services have cranked up the heat by voting to join Teamsters Local 396. It's like Groundhog Day in the world of labor rights—same story, different locale, workers banding together for a fair shot. A Stand...

Continue Reading

Top 5 Most Recently Viewed Articles

Transformative AI Guidance for U.S. Healthcare Systems Released

Updated Category News Views 233

Revolutionizing Healthcare with AI Guidance In an exciting move for the healthcare sector, the Joint Commission and the Coalition for Health AI (CHAI) have unveiled an essential guide aimed at streamlining the adoption and responsible use of artificial intelligence (AI) within health systems across the United States. This guidance marks a pivotal point, reflecting the...

Continue Reading
French Telecom Giants Partner with Aduna for API Innovation

Updated Category News Views 193

French Telecom Giants Embrace API Innovation with Aduna In a groundbreaking development for the telecom industry, Aduna has welcomed two of France's leading network operators, Bouygues Telecom and Free, as network partners. This partnership aims to transform the way developers interact with network APIs, significantly enhancing digital capabilities across various sectors....

Continue Reading
Buzz Lightyear Joins Brawl Stars for a Holiday Adventure

Updated Category News Views 404

Buzz Lightyear's Grand Entrance into Brawl Stars Get ready to embrace a thrilling holiday season with the introduction of Buzz Lightyear as a fabulous playable character in Brawl Stars, the mobile game that's captured the attention of millions worldwide. This exciting collaboration launches a nostalgic event that many fans have been eagerly anticipating, allowing players...

Continue Reading
Tangram Introduces Innovative Insurance Solutions for Security Guards

Updated Category News Views 237

Tangram Launches New Insurance Solutions for Security Guards Tangram Insurance Services, Inc. is thrilled to unveil a multi-line insurance program tailored for the unique needs of the security guard industry. This innovative offering, which can be accessed through the Accelerant Risk Exchange and Service Insurance Companies, aims to provide insureds with essential...

Continue Reading
Influenza Market Growth Driven by Innovative Testing Solutions

Updated Category News Views 188

Influenza Market Growth Driven by Innovative Testing Solutions "Rise in Influenza Cases Drives Demand for Rapid Diagnostics and Molecular Testing Solutions, Fueling Innovation and Growth Across the Global Influenza Market" Recent reports indicate a significant uptick in the global influenza market, with expectations for it to expand from $9.0 billion to $12.8 billion by...

Continue Reading