Contact Center Software

eGain, a provider of cloud and on-site customer interaction and contact center software, announced the general availability of eGain 10 for Cisco (News - Alert) Unified Contact Center Express (Unified CCX) 8.5.

eGain for Cisco Unified CCX integrates eGain's award-winning applications to manage customer interactions through e-mail, chat, click-to-call, agent knowledge and Web self-service with Cisco Unified CCX.

The market for contact center software is growing mainly driven by VoIP technology shift and the increasing demand for eService. The growth is more prominent in midsize contact center market than its enterprise counterpart.

The market is in need of customer interaction management solutions that are functionally rich and well integrated across phone and Web channels. eGain for Cisco Unified CCX, in concert with the Cisco Unified CCX platform, is the first solution to meet both these requirements, company officials said.

eGain for Cisco Unified CCX delivers consistent experiences by offering robust applications to handle e-mail, chat, and click-to-call interactions, as well as empowering agents and customers with rich, easy-to-use knowledge portals.

Some of the best features of this contact center software include common user administration, 360-degree customer interaction history, single agent sign-on and user interface, blended routing across voice, e-mail, and chat and multichannel analytics to optimize contact center operations.

"We see increased demand from clients for Web-based interaction technologies that are seamlessly integrated with Cisco Unified CCX," said Eric Chanh, head of Sales for Presidio Networked Solutions (News - Alert), one of the partners of eGain, in a statement.

"eGain's integrated solution for Cisco Unified CCX is a great addition to our comprehensive portfolio of contact center offerings," said Duke Bond, Contact Center Solution Architect at CDW (News - Alert), one of eGain’s resellers, in a statement.

 eGain for Cisco Unified CCX is immediately available through a trained team of resellers in the eGain Econet partner network.

In a related industry development, hosted call center provider Contactual (News - Alert) announced it is offering skill-based routing that will effectively direct your calls, e-mails, Web chats and voicemail messages to the available agent offering the highest skill level to handle that interaction.