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Cisco Unified CCX Gets Cross-Channel Upgrade
eGain adds its multichannel software, opening the Cisco platform to mid-market firms.
Posted Dec 13, 2011
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eGain has deployed multichannel software solution eGain 10 within the Cisco Unified Contact Center Express platform, a move that could prove favorable for medium-sized businesses in integrating their telephone support infrastructures with options like email and chat.

Citing an increase in demand from the midsize contact center market as the impetus for the move, eGain says the service is designed to streamline and simplify customer interaction capabilities across new channels and offer a rapid return on investment.

The multichannel software suite features single agent sign-on and user interfaces, a common user administration, blended routing, a computer-telephony integration screen for call handling, a 360-degree customer interaction history, and analytics tools for contact center optimization. The switch allows Cisco to accommodate up to 400 callers, according to Charles Jepson, senior vice president of business development for eGain.

Eric Chanh, head of sales for Presidio Networked Solutions, an eGain reseller, noted the company has experienced "increased demand from clients for Web-based interaction technologies that are seamlessly integrated with Cisco Unified CCX."

eGain notes the need for improved functionality and integration across telephone and Web channels as major factors in the deployment for Cisco software.

Tim Brannock, vice president of sales for Cameo Solutions, another eGain product reseller, noted at the time of launch that "there has been a significant void in the midmarket around a robust, integrated eService solution for Cisco Unified CCX," in part because of a shift in VoIP technology.

The eGain Cisco solution allots user companies a customer-interaction hub where knowledge, work flow, and business rules are housed.

One of the standard applications developed by eGain for Cisco Unified CCX is eGain Mail, which allows for effective management of customer email and Web form submissions; there is also customer support available for text and fax queries. Also standard is the Web-based self-service tool.


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