Digitally Transform Your Cisco Contact Centers with eGain
Digital Experience Elevated
eGain Knowledge Hub™ for Cisco proactively delivers trusted answers and personalized guidance to agents in the flow of customer conversation. It is powered by AssistGPT™, a novel capability that automates knowledge management tasks while ensuring business controls and compliance
The Power of Cisco+eGain in the Cloud
Add top-rated, cloud-based, and comprehensive digital engagement from eGain through the Cisco SolutionsPlus Program
Digital engagement
- Conversation Hub: SMS, Apple Business Chat, Facebook Messenger, WhatsApp
- Social customer engagement
- Video chat
- Cobrowse and collaborative form-filling
Virtual assistance for customer self-service
Knowledge Management for agents, powered by AI
Analytics for insights across IVR, contact center, digital journeys, and unified communications
Connect existing IVR to digital channels
Solution Availability Matrix
| Capability | Cisco CCE | Cisco WCCE | Cisco WCC |
|---|---|---|---|
| Text Chat | * | ||
| Video Chat | * | ||
| Cobrowsing | * | ||
| Messaging | * | ||
| Social | * | ||
| Email+Fax+Letter Management | * | ||
| Call Tracking | * | ||
| Knowledge for Agents | |||
| Virtual Assistant | |||
| Web Self Service | |||
| Omnichannel Anaytics | Roadmap/Pending API availability | ||
| Digital messaging option for IVR | Roadmap/Pending API availability |
Yes
|
* Stand-alone today. Integrated Solution coming soon.
