Friday, January 23, 2026
eGain Corporation has introduced a new AI-powered solution designed to make life easier for contact center agents. The company announced the launch of eGain AI Agent for Cisco Webex Contact Center, bringing trusted, real-time guidance directly into the Webex agent desktop.
Contact center agents often juggle multiple systems while handling complex customer conversations. eGain’s new AI Agent changes that by delivering intelligent, contextual guidance right when agents need it—without forcing them to leave their workspace. By supporting agents during live interactions, the solution helps organizations resolve customer issues faster, reduce average handle time, and improve first-contact resolution.
At the core of the solution is eGain’s AI Knowledge Hub and AI Agent, which analyze both real-time conversations and historical interaction data. Using eGain’s proven AI Knowledge Method, the platform turns these insights into clear, actionable recommendations. This ensures agents receive guidance that is accurate, compliant, and aligned with enterprise knowledge standards—addressing one of the biggest concerns organizations have about adopting AI.
The tight integration with Webex Contact Center allows guidance to flow naturally into the agent workflow. Instead of switching between screens or searching for answers, agents get proactive support within the tools they already use. This streamlined experience not only improves productivity but also leads to more confident agents and better customer interactions.
“Modern contact centers need AI that agents can actually trust,” said Ashu Roy, CEO of eGain. “Our solution fits directly into the Cisco ecosystem, delivering proven AI knowledge capabilities inside Webex. By combining Webex’s intelligent contact center platform with eGain’s trusted knowledge and agentic AI, we’re helping customers achieve real AI ROI at scale.”
The eGain–Webex integration also strengthens eGain’s growing partner ecosystem, making it easier for organizations to deploy trusted AI knowledge consistently across all customer engagement channels.
eGain will demonstrate the new solution live at Customer Contact Week in Orlando from January 21–23, 2026. Visitors to booth #201 will be able to see how the combined eGain and Webex solution helps agents work smarter and deliver better customer experiences.
To join our expert panel discussions, reach out to info@intentamplify.com
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