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News : eGain Announces Embedded AI knowledge for Cisco Finesse™ Desktop

Premium Content (Sponsored)

#contactcenterworld, @egain

Sunnyvale, CA (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.

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).

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


About Anand Subramaniam:
Anand Subramaniam is SVP of Marketing for eGain. Prior to eGain, Anand served as an executive in corporate and product marketing, as well as product management and pre-sales roles at companies such as Oracle, Intel and Autodesk as well as startups.

About eGain Corporation:
Company LogoOmnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
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Today's Tip of the Day - First Contact

Read today's tip or listen to it on podcast.

Published: Friday, June 30, 2017

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2020 Buyers Guide Payment Services

 
1.) 
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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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