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eGain for Cisco

eGain Solve for Cisco

Why eGain Solve for Cisco Unified CCESolution overview

Today’s customers are digital, and they want easy, connected service experiences through self-service or contact center agents. Cisco and eGain, Gartner MQ leaders in contact center infrastructure and web customer service applications respectively, are delivering a world-class solution to address this fast-growth market opportunity through the Cisco Solutions Plus Program.

  • McKinsey & Co
    75% of S&P 500 incumbents will be gone by 2027
  • Forrester consumer survey for 2016 CX Index
    Only 1% of companies deliver “excellent” customer experience
  • ICMI survey
    73% of contact center managers say that the complexity of tech support calls has increased as customers resolve simpler issues on their own
  • Forrester 
    Biggest pain point in customer service: Agents are not knowledgeable and different agents give different answers

The Solution

With eGain Solve for Cisco Unified CCE, add best-in-class digital self-service, proactive chat, agent knowledge, and omnichannel analytics capabilities to the best-in-class voice capabilities offered by UCCE. A unified, award-winning, end-to-end solution for knowledge-guided digital engagement, it makes customer service easy not only for agents but also consumers and the business.

  • Agents: Get a 360-degree omnichannel customer view from the Cisco Finesse desktop. Find answers to customer questions by simply clicking on a “Solve” button in Finesse. AI capabilities in eGain Solve guide agents through next best steps that are compliant with regulations or organizational best practices in the service process.
  • End-customers: Get smart, knowledge-guided self-service and escalate to agent-assisted service with context for fast, accurate answers from agents.
  • Business: Leverage a flexible consumption model—cloud, on-premise, or hybrid.

eGain and Cisco, collaboration at its best

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