eGain unveils contact center solution for Cisco Unified CCX
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.