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eGain unveils contact center solution for Cisco Unified CCX

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eGain has released Cisco's Unified Contact Center Express (Unified CCX) 8.5. eGain explains its application suite fully integrates with Unified CCX and includes applications to manage customer interactions through e-mail, chat, click-to-call, agent knowledge and Web self-service.

eGain emphasizes the following capabilities:

  • common user administration;
  • 360-degree customer interaction history;
  • blended routing across voice, e-mail and chat;
  • multichannel case and knowledge management;
  • single agent sign-on and user interface;
  • CTI screen pop for call handling; and
  • multichannel analytics to optimize contact center operations.

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