Sunnyvale, CA., December 13, 2011-- eGain (NASDAQ: EGAN), a provider of cloud and on-site customer interaction software, today announced the general availability of eGain(R) 10 for Cisco Unified Contact Center Express (Unified CCX) 8.5. Included are eGain’s applications to manage customer interactions through email, chat, click-to-call, agent knowledge and web self-service—all seamlessly integrated with Cisco Unified CCX.

??Multichannel need 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, VP of Sales at Cameo Solutions.?Driven by VoIP technology shift and the increasing demand for eService, the midsize contact center market is growing faster than its enterprise counterpart. There is a strong need for customer interaction management solutions that are functionally rich and well integrated across phone and web channels. eGain for Cisco Unified CCX, in concert with the Cisco Unified CCX platform, is the first solution to meet both these requirements.

??eGain for Cisco Unified CCX features

??eGain for Cisco Unified CCX delivers consistent experiences, powered by a shared knowledge base, across channels. It offers robust applications to handle email, chat, and click-to-call interactions, as well as empowering agents and customers with rich, easy-to-use knowledge portals. Highlights include:

    •    Common user administration
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    •    360-degree customer interaction history
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    •    Blended routing across voice, email, and chat
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    •    Multichannel case and knowledge management
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    •    Single agent sign-on and user interface
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    •    CTI screen pop for call handling
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    •    Multichannel analytics to optimize contact center operations
   

?"We see increased demand from clients for web-based interaction technologies that are seamlessly integrated with Cisco Unified CCX," said Eric Chanh, Head of Sales for Presidio Networked Solutions. ??