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eGain for Cisco

 

Why eGain Solve for CiscoSolution overview

Today’s customers are omnichannel, 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.


eGain and Cisco, collaboration at its best

With eGain Solve for Cisco, add best-in-class digital self-service, proactive chat, agent knowledge, and omnichannel analytics capabilities to the best-in-class voice capabilities offered by Cisco Unified CCE. 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 a connected experience, and fast, accurate answers from agents.
  • Business: Leverage a flexible consumption model—cloud, on-premise, or hybrid.

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