eGain Launches AI Agent for Contact Center, Revolutionizing Service Performance

Rhea-AI Summary

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.

Positive

• 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

Negative

• 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.

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

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

FAQ

What are the key features of eGain's new AI Agent for Contact Center (EGAN)?

The solution offers real-time conversation monitoring, guided knowledge delivery, adaptation to agent proficiency, compliance enforcement, and continuous learning from conversations and feedback.

Which platforms is eGain's AI Agent compatible with?

It has out-of-the-box integration with Amazon Connect, Genesys, and Salesforce, plus APIs for other CRM and contact center platforms.

How does eGain's AI Agent improve contact center performance?

It provides real-time AI guidance to agents during customer conversations, helping them deliver expert-level service while ensuring compliance and best practices.

What problem does eGain's new AI Agent solution address?

It addresses the challenge of variable agent performance in contact centers and agent dissatisfaction with desktop tools, cited by Gartner as affecting 84% of agents.