eGain launches multichannel suite to enhance Cisco Unified Contact Center Express

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Pioneering solution integrates best-of-breed eService with Cisco’s leading contact center platform for medium-sized businesses

Sunnyvale, CA (December 13, 2011): eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction software, today announced the general availability of eGain® 10 for Cisco Unified Contact Center Express (Unified CCX) 8.5. Included are eGain’s award-winning applications to manage customer interactions through email, chat, click-to-call, agent knowledge and web self-service—all seamlessly integrated with Cisco Unified CCX.

Multichannel need in midsize contact centers

“There has been a significant void in the midmarket around a robust, integrated eService solution for Cisco Unified CCX,” said Tim Brannock, VP of Sales at Cameo Solutions.
Driven by VoIP technology shift and the increasing demand for eService, the midsize contact center market is growing faster than its enterprise counterpart. There is a strong need for 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.

eGain for Cisco Unified CCX features

eGain for Cisco Unified CCX delivers consistent experiences, powered by a shared knowledge base, across channels. It offers robust applications to handle email, chat, and click-to-call interactions, as well as empowering agents and customers with rich, easy-to-use knowledge portals. Highlights include:

– Common user administration
– 360-degree customer interaction history
– Blended routing across voice, email, and chat
– Multichannel case and knowledge management
– Single agent sign-on and user interface
– CTI screen pop for call handling
– Multichannel analytics to optimize contact center operations

Distribution

eGain for Cisco Unified CCX is immediately available through a trained team of resellers in the eGain Econet partner network. Notable resellers include Presidio, INX, CDW, Cameo Solutions, Nexus IS, Sentinel Technologies, Cerium Networks, Spanlink Communications, SpeechSoft, World Wide Technology, and InBand Networks.

“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.

“eGain’s integrated solution for Cisco Unified CCX is a great addition to our comprehensive portfolio of contact center offerings,” remarked Duke Bond, Contact Center Solution Architect at CDW.
More information

– To find out more about eGain for Cisco Unified Contact Center Express, visit http://www.egain.com/products/cisco_uccx.asp
– To learn more about becoming an eGain Econet partner, visit www.egain.com/partners/program.asp
– To register as an eGain Econet partner, visit www.egain.com/partners/contact_partners_registration.asp

About eGain

eGain (EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).

Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

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EGAIN MEDIA CONTACTS

Jamie Abayan
eGain
408-636-4532
[email protected]

Kristin Miller
SS|PR
719-634-8292
[email protected]

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