Transforming Customer Support: eGain's Revolutionary AI Agent for Contact Centers

eGain Launches AI Agent for Contact Centers

SUNNYVALE, Calif., March 18, 2025 (GLOBE NEWSWIRE) – eGain (NASDAQ: EGAN), the leader in AI Knowledge Management, has unveiled the eGain AI Agent for Contact Center, a groundbreaking solution aimed at overcoming the challenge of inconsistent agent performance in contact centers. This innovative tool empowers all agents to assist customers with the expertise of seasoned professionals, significantly enhancing both agent experience and customer satisfaction.

"84% of contact center agents hate their desktop tools, per Gartner," remarked Ashu Roy, CEO of eGain. He added, "Instead of complaining about a ‘slow computer’ while desperately clicking across apps, they can now rely on trusted, step-by-step AI guidance."

The eGain AI Agent for Contact Center leverages a single source of truth from the eGain AI Knowledge Hub to deliver actionable insights. Here’s how it works:

• Monitors conversations in real-time to establish intent
• Presents guided knowledge seamlessly within the flow of conversation
• Adapts to agent tenure and topic-specific proficiency
• Ensures compliance with regulations and best practices
• Improves continuously by learning from conversations and feedback

This solution is designed to connect effortlessly with platforms like Amazon Connect, Genesys, and Salesforce, with APIs available for integration with additional CRM and contact center systems.

For more information, visit eGain's website.

About eGain

The eGain AI Knowledge Hub assists businesses in enhancing customer experience and reducing costs by providing reliable, consumable answers. Learn more at www.eGain.com.