eGain Adds AI Agent for Cisco Webex Contact Center
eGain Corporation has launched an AI agent for Cisco Webex Contact Center. The integrated solution provides AI-powered knowledge to agents at the point of service, aiming to improve efficiency and customer experience.
eGain Corporation has released eGain AI Agent, a new solution integrated with Cisco Webex Contact Center. This integration aims to deliver real-time, AI-powered knowledge to contact center agents directly within their existing Webex agent desktop.
The solution utilizes eGain's AI Knowledge Hub and AI Agent capabilities to analyze conversation history, providing agents with contextual guidance during customer interactions. Key objectives include improving first-contact resolution rates, reducing average handling times, and enhancing the overall customer experience.
Key benefits highlighted include real-time agent assistance, intelligent conversation analysis, and a seamless workflow. The embedded guidance reduces the need for agents to switch between different systems, thereby boosting productivity. eGain's AI Knowledge Method is cited as ensuring the accuracy and compliance of the information provided.
"Modern contact centers require AI that agents can actually trust," stated Ashu Roy, CEO of eGain. "Our solution meets customers where they are in the Cisco ecosystem, delivering proven AI knowledge capabilities into the platform they already use." eGain plans to showcase the integration at the Customer Contact Week event in Orlando, held from January 21-23, 2026.