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eGain Launches AI Agent for Contact Center, Revolutionizing Service Performance

1. eGain launches AI Agent for improving contact center performance. 2. The solution enhances agent experience and customer satisfaction. 3. It integrates with major platforms like Amazon Connect and Salesforce. 4. Real-time monitoring and adaptive guidance are key features. 5. 84% of agents dislike current desktop tools, highlighting the need for improvement.

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Why Bullish?

The launch addresses significant agent dissatisfaction, providing a competitive edge. Historical launches similar to this have positively impacted stock prices, indicating market potential.

How important is it?

The innovation responds to market demands, improving operational efficiency and satisfaction, crucial for growth.

Why Long Term?

As AI adoption in contact centers grows, sustained benefits for eGain are expected. Historical examples show such innovations lead to long-term gains as they establish market leadership.

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AMZNCRMGENSY
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 intentPresents guided knowledge in the flow of conversationAdapts to agent tenure and topic-specific proficiencyEnsures compliance with regulations and best practiceImproves 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 eGaineGain 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.

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