eGain announces embedded AI knowledge for Cisco Finesse™ desktop

eGain (NASDAQ:EGAN) has announced eGain Solve for Cisco, a cloud-based solution integrated with Cisco’s contact center platform and as part of the Cisco SolutionsPlus program.
As quoted in the press release:

eGain Solve™ for Cisco allows voice and digital contact center agents on Cisco Finesse to confidently answer customer questions by clicking on a “Solve” button within the Finesse desktop. Behind the scenes, the solution bootstraps with relevant context from the desktop and guides the agent through compliant process and knowledge content. In addition, the solution offers proactive digital engagement with intelligent offers and secure cobrowse. Finally, the solution delivers a unified analytic dashboard to measure and manage omnichannel contact center operation.
Michael Maoz, VP and Distinguished Analyst at Gartner, wrote in the foundational research note, Knowledge Management Will Transform CRM Customer Service, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction. CIOs can reduce customer support costs by 25% or more when a proper knowledge management (KM) discipline is in place.”¹
This ability to confidently solve customer problems using AI knowledge at the push of a button right from the agent desktop is a game changer. According to a recent survey of contact center agents conducted by eGain, 86% of respondents rate the inability to find the right answer to customer questions as their biggest pain-point in serving customers.

Click here to read the full press release.