eGain Announces AI Agent for Cisco Webex Contact Center to Deliver AI-Powered Knowledge at the Point of Service

Rhea-AI Summary

eGain (NASDAQ: EGAN) released eGain AI Agent for Cisco Webex Contact Center on January 21, 2026, embedding eGain's AI Knowledge Hub and AI Agent into the Webex agent desktop.

The integrated solution provides real-time conversational guidance, conversation intelligence from interaction histories, and embedded workflow assistance to reduce handle time, improve first-contact resolution, and enhance agent productivity without leaving the Webex workspace. A live demo will run at Customer Contact Week, Jan 21–23, 2026.

News Market Reaction

+2.78%

1 alert

+2.78% News Effect

On the day this news was published, EGAN gained 2.78%, reflecting a moderate positive market reaction.

Data tracked by StockTitan Argus on the day of publication.

Key Figures

Customer Contact Week dates: January 21-23, 2026 Booth number: 201

2 metrics

Customer Contact Week dates January 21-23, 2026 Event where live demo of integration is shown

Booth number 201 eGain booth at Customer Contact Week in Orlando

Market Reality Check

Price: $9.99 Vol: Volume 218,288 vs 20-day ...

normal vol

$9.99 Last Close

Volume Volume 218,288 vs 20-day average 221,495 suggests typical trading activity pre-announcement. normal

Technical Price $10.06 is trading above the 200-day MA at $8.30, after a recent -0.98% move.

Peers on Argus

EGAN was down -0.98% while peers like ASUR (-6.33%), DMRC (-5.70%), and SMRT (-4...

1 Down

EGAN was down -0.98% while peers like ASUR (-6.33%), DMRC (-5.70%), and SMRT (-4.97%) showed larger declines, indicating more stock-specific than sector-driven pressure.

Historical Context

5 past events · Latest: Jan 13 (Positive)

Pattern 5 events

Date	Event	Sentiment	Move	Catalyst
Jan 13	AI customer win	Positive	-2.5%	SELCO chose AI Knowledge Hub and AI Agent for 500 staff knowledge centralization.
Dec 18	AI customer win	Positive	+3.3%	Achmea selected AI Knowledge Hub and AI Agent for 21,000 users and 10M customers.
Nov 18	AI customer win	Positive	-1.1%	OCCU adopted AI Knowledge Hub and AI Agent integrated with Genesys for 700+ users.
Nov 13	Conference update	Positive	-24.8%	Roth conference participation with 23% ARR growth and 21% EBITDA margin reiterated.
Nov 12	Earnings release	Positive	+0.0%	Q1 FY2026 showed revenue growth, higher gross margins, and positive net income.

Pattern Detected

AI-related wins and product launches have often seen muted or negative next-day price moves despite generally positive fundamentals.

Recent Company History

Over the past few months, eGain has repeatedly highlighted growth in its AI Knowledge Hub and AI Agent offerings. Recent customer wins at SELCO and Achmea, plus Oregon Community Credit Union, extended deployments across hundreds to tens of thousands of users. Financially, Q1 FY2026 delivered $23.5M in revenue and $2.8M GAAP net income with strong margins. Yet several positive AI and conference updates saw flat or negative price reactions, framing today’s Cisco Webex Contact Center integration as another step in a broader AI ecosystem strategy.

Market Pulse Summary

This announcement extends eGain’s AI Agent and AI Knowledge Hub directly into Cisco Webex Contact Ce...

Analysis

This announcement extends eGain’s AI Agent and AI Knowledge Hub directly into Cisco Webex Contact Center, aiming to deliver real-time, knowledge-based guidance inside the agent desktop. It follows multiple AI-focused customer wins and product launches over the last six months, alongside growing AI-related ARR and solid margins. Investors may watch for adoption metrics from Webex users, resulting revenue contributions versus prior deployments, and how this integration fits into broader ecosystem partnerships.

Key Terms

ai agent, webex contact center, ai knowledge hub, conversation intelligence, +1 more

5 terms

ai agent technical

"announced the release of eGain AI Agent for Cisco Webex Contact Center"

An AI agent is software that uses artificial intelligence to observe data, decide on actions, and carry them out with little or no human intervention. For investors, AI agents matter because they can automate tasks like trading, customer support, or data analysis, potentially boosting efficiency, lowering costs, and changing a company’s competitive edge—much like a tireless, adaptable assistant running parts of a business continuously.

webex contact center technical

"eGain AI Agent for Cisco Webex Contact Center that enables agentic guidance"

A cloud-based customer service platform that routes calls, chats and emails to the right support agent, provides tools such as guided responses, a shared knowledge base and basic performance tracking, and connects with a company's other systems. Think of it as a digital call-center manager that directs customer requests, records interactions and helps teams work faster. Investors watch it because better, cheaper and more scalable customer support can boost sales, reduce customer loss and lower operating costs.

ai knowledge hub technical

"leverage eGain's AI Knowledge Hub and AI Agent, which synthesize insights"

A centralized platform that collects, organizes and makes accessible information, tools, models and data related to artificial intelligence so teams can find and reuse what they need quickly. Think of it as a specialized library or toolbox for AI work; for investors it reveals how well a company manages AI know‑how, speeds product development, and controls technical or ethical risks—factors that can affect future growth and competitive strength.

conversation intelligence technical

"Conversation Intelligence: Advanced analysis of customer interaction histories"

A software-driven process that listens to and analyzes recorded calls, messages, meetings and chat transcripts to pull out patterns, sentiment and key topics. For investors, it turns everyday customer and sales conversations into measurable signals about demand, product problems, management effectiveness or regulatory risks—like a smart analyst that reads every customer call to show whether a business is growing, struggling, or exposed to trouble.

governance technical

"ensures knowledge accuracy, compliance, and governance across all customer touchpoints"

Governance refers to the systems and processes that determine how an organization is directed and controlled. It involves making decisions, establishing rules, and overseeing activities to ensure the organization operates fairly, transparently, and in the best interests of its stakeholders. Good governance helps build trust and stability, which are important for investors because they indicate responsible management and reduce risks.

AI-generated analysis. Not financial advice.

Integrated solution brings eGain's trusted agentic capabilities to Webex Contact Center customers, enabling real-time conversational guidance and interaction intelligence

SUNNYVALE, Calif., Jan. 21, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), a leading provider of AI knowledge solutions for customer engagement, today announced the release of eGain AI Agent for Cisco Webex Contact Center that enables agentic guidance powered by trusted knowledge within the Webex agent desktop. This solution delivers real-time conversational guidance to contact center agents, helping organizations improve first-contact resolution, reduce handle time, and enhance customer experience.

The solution allows Webex Contact Center clients to easily leverage eGain's AI Knowledge Hub and AI Agent, which synthesize insights from conversation histories as part of eGain's proven AI Knowledge Method and provides intelligent, contextual guidance to agents during live customer interactions. By embedding eGain's trusted knowledge capabilities directly into the Webex Contact Center workflow, agents receive proactive, assured guidance at precisely the right moment—without leaving their workspace.

Key Benefits:

• Real-Time Agent Assistance: Knowledge-powered conversational guidance based on real-time conversation and customer context
• Conversation Intelligence: Advanced analysis of customer interaction histories provides agents with comprehensive insights
• Seamless Workflow: Embedded guidance eliminates the need to toggle between systems and screens, reducing handle time and improving agent productivity
• Trusted AI: eGain's AI Knowledge Method ensures knowledge accuracy, compliance, and governance across all customer touchpoints

"Modern contact centers require AI that agents can actually trust," said eGain CEO Ashu Roy. "Our solution meets customers where they are in the Cisco ecosystem, delivering proven AI knowledge capabilities into the platform they already use. By combining Webex's intelligent contact center infrastructure with eGain's trusted knowledge platform and integrated agentic solution, we're offering Webex customers the easy button to get AI ROI at scale in their customer service operations."

The eGain-Webex Contact Center integration expands eGain's robust ecosystem of connectors, enabling organizations to deploy trusted AI knowledge across their entire customer engagement portfolio.

Live Demonstration at Customer Contact Week

eGain will showcase the new solution at Customer Contact Week in Orlando, January 21-23, 2026. Attendees can see the integration in action at the eGain booth (#201), where the company will demonstrate how the combined solution delivers measurable improvements in agent efficiency and customer satisfaction.

About eGain

eGain AI Knowledge Hub and related software help improve customer experience, optimize service operations, and grow sales. Infused with proven AI, eGain solutions support digital-first, omnichannel, and knowledge-driven customer engagement at scale. eGain eliminates content silos and delivers trusted knowledge and experiences reliably and efficiently across channels. With over two decades of innovation, eGain serves Global 2000 across industries and government customers in over 60 countries. Visit www.egain.com for more information.

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.

Media Contact:

press@egain.com

FAQ

What does eGain's AI Agent for Cisco Webex Contact Center (EGAN) do?

It embeds eGain's AI Knowledge Hub into the Webex agent desktop to provide real-time conversational guidance and conversation intelligence during live interactions.

When was eGain's Webex Contact Center integration announced for EGAN?

eGain announced the Webex Contact Center integration on January 21, 2026.

How does the eGain AI Agent claim to impact agent performance for EGAN customers?

The company says the solution aims to reduce handle time, improve first-contact resolution, and increase agent productivity by embedding guidance in the workflow.

Will eGain demonstrate the Webex integration publicly and where can investors see it?

Yes. eGain will demo the integration at Customer Contact Week in Orlando, Jan 21–23, 2026, at booth #201.

Is the eGain AI Agent integrated directly into the Webex agent desktop for EGAN customers?

Yes. The release states the AI Agent is embedded in the Webex agent desktop so agents receive guidance without leaving their workspace.