Unified contact center offering

eGain and Cisco have entered into an agreement under which Cisco will include eGain products in its Unified Contact Center Enterprise and Unified Contact Center Express offerings.

Under the terms of this agreement, Cisco will include eGain’s award-winning products for e-mail management (eGain Mail), chat (eGain Chat) and Web collaboration (eGain CoBrowse). Cisco reports its contact center solution integrates inbound and outbound voice applications with Internet applications to transform the traditional contact center into what it calls a "customer interaction network," which is said to enhance responsiveness and streamlines interactions to help organizations deliver superior customer service.

Further, says Cisco, the broad and deep integration unifies capabilities, enabling a single agent to support multiple interactions simultaneously, regardless of which communication channel the customer has chosen. Further, says Cisco, the solutions enable agents to provide individualized service, based on almost any contact attribute.