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.