OVERVIEW
With eGain Solve for Cisco Unified CCE, add best-in-class digital self-service, proactive chat, agent knowledge, and omnichannel analytics capabilities to the best-in-class voice capabilities offered by UCCE. A unified, award-winning, end-to-end solution for knowledge-guided digital engagement, it makes customer service easy not only for agents but also consumers and the business.
DESCRIPTION
The Solution
With eGain Solve for Cisco Unified CCE, add best-in-class digital self-service, proactive chat, agent knowledge, and omnichannel analytics capabilities to the best-in-class voice capabilities offered by UCCE. A unified, award-winning, end-to-end solution for knowledge-guided digital engagement, it makes customer service easy not only for agents but also consumers and the business.
- Agents: Get a 360-degree omnichannel customer view from the Cisco Finesse desktop. Find answers to customer questions by simply clicking on a “Solve” button in Finesse. AI capabilities in eGain Solve guide agents through next best steps that are compliant with regulations or organizational best practices in the service process.
- End-customers: Get smart, knowledge-guided self-service and escalate to agent-assisted service with context for fast, accurate answers from agents.
- Business: Leverage a flexible consumption model—cloud, on-premise, or hybrid.
Source : http://www.egain.com
