eGain AI Agent lands in Cisco Webex Contact Center: real-time guidance for agents, right inside the desktop
eGain has released an AI Agent for Cisco Webex Contact Center that plugs into the Webex agent desktop and delivers real-time, knowledge-backed guidance. The goal is straightforward: improve first-contact resolution, reduce handle time, and lift customer satisfaction without making agents switch tools.
For customer support teams, this puts trusted, governed knowledge at the point of service-where seconds matter and context gets messy. Guidance adapts to the live conversation and the customer's history, so agents get the next best step when they need it.
Why this matters for support leaders
- Real-time agent assistance: Guidance is driven by the live conversation and customer context, not static scripts.
- Conversation intelligence: Insights from past interactions give agents a fuller picture before they respond.
- Seamless workflow: Embedded in the Webex Contact Center desktop-no tab hopping, less cognitive load, faster wrap-up.
- Trusted AI: eGain's AI Knowledge Method enforces accuracy, compliance, and governance across channels.
How it works
Webex Contact Center customers can activate eGain's AI Knowledge Hub and AI Agent from within their existing environment. The system synthesizes conversation history and knowledge articles to guide agents during live chats and calls.
The guidance shows up inside the Webex workflow, so agents never leave their workspace. Policies and controls ensure answers stay compliant with your standards.
What agents will actually see
- Context-aware prompts and next steps as the conversation unfolds
- Quick answers pulled from vetted knowledge, not guesswork
- Compliance reminders and checklists when sensitive topics appear
- Conversation snippets and summaries that speed up wrap and disposition
Fast path to value
- 1. Confirm foundations: Webex Contact Center access, SSO, knowledge sources, and permissions.
- 2. Connect systems: Enable the eGain-Webex integration and map key fields (customer, case, disposition).
- 3. Centralize knowledge: Import, de-duplicate, and retire stale content in the eGain AI Knowledge Hub.
- 4. Set guardrails: Define approval flows, compliance rules, and escalation paths.
- 5. Pilot with a use case: Start with one queue (e.g., billing or password reset), gather agent feedback, iterate weekly.
- 6. Measure and scale: Expand to more queues after you hit target metrics.
Metrics to track
- First-contact resolution (target lift within 30-60 days)
- Average handle time and after-call work
- CSAT/NPS on assisted channels
- Agent ramp time for new hires
- Knowledge accuracy and usage rate
See it in action
eGain will demo the integration at Customer Contact Week in Orlando, January 21-23, 2026. Visit booth #201 to see how teams are improving agent efficiency and customer satisfaction with guided service.
What leadership is saying
"Modern contact centers require AI that agents can actually trust," said eGain CEO Ashu Roy. "Our solution meets customers where they are in the Cisco ecosystem, delivering proven AI knowledge capabilities into the platform they already use. By combining Webex's intelligent contact center infrastructure with eGain's trusted knowledge platform and integrated agentic solution, we're offering Webex customers the easy button to get AI ROI at scale in their customer service operations."
Learn more
eGain | Cisco Webex Contact Center
Media contact: press@egain.com
About eGain
eGain's AI Knowledge Hub and related software help improve customer experience, optimize service operations, and grow sales. The platform supports digital-first, omnichannel, knowledge-driven engagement at scale by removing content silos and delivering trusted answers consistently across touchpoints.
eGain, the eGain logo, and product names are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. Other names may be trademarks of their respective owners.
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