eGain Launches AI Agent for Contact Center, Revolutionizing Service Performance
eGain (NASDAQ: EGAN) has announced the launch of eGain AI Agent for Contact Center, a new solution aimed at improving contact center performance through AI-powered guidance. The system provides real-time support to agents during customer conversations by monitoring interactions, delivering guided knowledge, and adapting to agent experience levels.
The solution integrates with the eGain AI Knowledge Hub and features automatic intent monitoring, compliance enforcement, and continuous learning capabilities. It comes with out-of-the-box compatibility for Amazon Connect, Genesys, and Salesforce, with APIs available for other CRM and contact center platforms.
According to Gartner statistics cited by CEO Ashu Roy, 84% of contact center agents are dissatisfied with their desktop tools. The new AI solution aims to address this challenge by providing streamlined, step-by-step guidance to help agents deliver expert-level customer service.
eGain (NASDAQ: EGAN) ha annunciato il lancio di eGain AI Agent per i Contact Center, una nuova soluzione progettata per migliorare le performance dei contact center attraverso una guida potenziata dall'IA. Il sistema fornisce supporto in tempo reale agli agenti durante le conversazioni con i clienti, monitorando le interazioni, offrendo conoscenze guidate e adattandosi ai livelli di esperienza degli agenti.
La soluzione si integra con il eGain AI Knowledge Hub e presenta funzionalità di monitoraggio automatico delle intenzioni, applicazione della conformità e capacità di apprendimento continuo. È compatibile out-of-the-box con Amazon Connect, Genesys e Salesforce, con API disponibili per altre piattaforme CRM e contact center.
Secondo le statistiche di Gartner citate dal CEO Ashu Roy, l'84% degli agenti dei contact center è insoddisfatto dei propri strumenti desktop. La nuova soluzione IA mira a affrontare questa sfida fornendo una guida semplificata, passo dopo passo, per aiutare gli agenti a offrire un servizio clienti di livello esperto.
eGain (NASDAQ: EGAN) ha anunciado el lanzamiento de eGain AI Agent para Centros de Contacto, una nueva solución destinada a mejorar el rendimiento de los centros de contacto mediante una guía impulsada por IA. El sistema proporciona soporte en tiempo real a los agentes durante las conversaciones con los clientes, monitoreando las interacciones, ofreciendo conocimientos guiados y adaptándose a los niveles de experiencia de los agentes.
La solución se integra con el eGain AI Knowledge Hub y cuenta con monitoreo automático de intenciones, aplicación de cumplimiento y capacidades de aprendizaje continuo. Viene con compatibilidad lista para usar para Amazon Connect, Genesys y Salesforce, con APIs disponibles para otras plataformas de CRM y centros de contacto.
Según las estadísticas de Gartner citadas por el CEO Ashu Roy, el 84% de los agentes de los centros de contacto están insatisfechos con sus herramientas de escritorio. La nueva solución de IA busca abordar este desafío proporcionando una guía simplificada, paso a paso, para ayudar a los agentes a ofrecer un servicio al cliente de nivel experto.
eGain (NASDAQ: EGAN)은 eGain AI 에이전트를 출시했다고 발표했습니다. 이 새로운 솔루션은 AI 기반의 안내를 통해 콜센터 성과를 향상시키기 위해 설계되었습니다. 이 시스템은 고객과의 대화 중 에이전트에게 실시간 지원을 제공하며, 상호작용을 모니터링하고, 안내된 지식을 제공하며, 에이전트의 경험 수준에 맞게 조정됩니다.
이 솔루션은 eGain AI Knowledge Hub와 통합되며, 자동 의도 모니터링, 규정 준수 강제 및 지속적인 학습 기능이 포함되어 있습니다. Amazon Connect, Genesys 및 Salesforce에 대한 즉시 사용 가능한 호환성을 제공하며, 다른 CRM 및 콜센터 플랫폼을 위한 API도 제공됩니다.
CEO Ashu Roy가 인용한 Gartner 통계에 따르면, 콜센터 에이전트의 84%가 데스크탑 도구에 불만을 가지고 있습니다. 새로운 AI 솔루션은 에이전트가 전문가 수준의 고객 서비스를 제공할 수 있도록 단계별로 간소화된 안내를 제공하여 이 문제를 해결하는 것을 목표로 합니다.
eGain (NASDAQ: EGAN) a annoncé le lancement de eGain AI Agent pour les Centres de Contact, une nouvelle solution destinée à améliorer les performances des centres de contact grâce à une assistance guidée par l'IA. Le système fournit un soutien en temps réel aux agents pendant les conversations avec les clients, en surveillant les interactions, en fournissant des connaissances guidées et en s'adaptant aux niveaux d'expérience des agents.
La solution s'intègre au eGain AI Knowledge Hub et dispose de fonctionnalités de surveillance automatique des intentions, d'application de la conformité et d'apprentissage continu. Elle est compatible immédiatement avec Amazon Connect, Genesys et Salesforce, avec des API disponibles pour d'autres plateformes CRM et centres de contact.
Selon les statistiques de Gartner citées par le PDG Ashu Roy, 84 % des agents des centres de contact sont insatisfaits de leurs outils de bureau. La nouvelle solution IA vise à relever ce défi en fournissant une assistance simplifiée, étape par étape, pour aider les agents à offrir un service client de niveau expert.
eGain (NASDAQ: EGAN) hat die Einführung des eGain AI Agent für Contact Center angekündigt, einer neuen Lösung, die darauf abzielt, die Leistung von Contact Centern durch KI-gestützte Anleitung zu verbessern. Das System bietet den Agenten während der Kundeninteraktionen in Echtzeit Unterstützung, indem es die Interaktionen überwacht, geführtes Wissen bereitstellt und sich an die Erfahrungsstufen der Agenten anpasst.
Die Lösung integriert sich mit dem eGain AI Knowledge Hub und verfügt über automatisches Intent-Monitoring, Durchsetzung von Compliance und kontinuierliche Lernfähigkeiten. Sie bietet sofortige Kompatibilität für Amazon Connect, Genesys und Salesforce, mit APIs, die für andere CRM- und Contact Center-Plattformen verfügbar sind.
Laut von CEO Ashu Roy zitierten Gartner-Statistiken sind 84 % der Contact Center-Agenten mit ihren Desktop-Tools unzufrieden. Die neue KI-Lösung zielt darauf ab, diese Herausforderung zu bewältigen, indem sie eine vereinfachte, schrittweise Anleitung bereitstellt, um den Agenten zu helfen, einen Expertenservice für Kunden zu bieten.
- Launch of innovative AI solution addressing a significant market pain point
- Ready-made integration with major platforms (Amazon Connect, Genesys, Salesforce)
- Potential to improve operational efficiency and customer service quality
- No specific performance metrics or ROI data provided
- Market adoption rate and competitive advantage unclear
Empowers human agents with real-time guidance in the flow of customer conversations
SUNNYVALE, Calif., March 18, 2025 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leader in AI Knowledge Management, today announced the launch of eGain AI Agent for Contact Center, a groundbreaking solution to address the challenge of variable agent performance in contact centers. Using this solution, all agents can help customers like experts do, improving agent experience and customer satisfaction.
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eGain AI Agent for Contact Center taps into the single source of truth from the eGain AI Knowledge Hub to deliver consumable answers. Specifically, it:
- Monitors conversation in real-time to establish intent
- Presents guided knowledge in the flow of conversation
- Adapts to agent tenure and topic-specific proficiency
- Ensures compliance with regulations and best practice
- Improves by learning from conversations and feedback
The solution connects out of the box with Amazon Connect, Genesys, and Salesforce. APIs are available to integrate with other CRM and contact center platforms.
Visit eGain.com/ai-agent-contact-center for more information.
About eGain
eGain AI Knowledge Hub helps businesses improve experience and reduce cost by delivering trusted, consumable answers. Visit www.eGain.com for more info.
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain 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.
Contact eGain Media Relations press@egain.com
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