eGain AI Agent lands in Cisco Webex Contact Center: real-time, trusted guidance for every support interaction
Agents don't need more tabs. They need the right answer, right when the customer asks. eGain's new AI Agent for Cisco Webex Contact Center brings trusted, governed knowledge into the Webex agent desktop so guidance shows up in the flow of work-without context switching.
The result: faster handle time, higher first-contact resolution, and a more consistent customer experience across your queues.
What's new
eGain AI Agent embeds the eGain AI Knowledge Hub directly into the Webex Contact Center workflow. It reads the live conversation, pulls insights from prior interactions, and surfaces step-by-step recommendations that align with your policies and compliance rules.
It's agentic guidance that stays inside the tools your team already uses.
Why this matters for support leaders
- Improve first-contact resolution with context-aware guidance at the point of service
- Reduce average handle time by cutting screen toggles and hunting for answers
- Ramp new agents faster with in-the-moment coaching and clear next-best steps
- Drive consistency and compliance across channels with governed, trusted knowledge
How it works inside the Webex desktop
- Real-time assistance: Guidance updates as the conversation unfolds, using the customer's context and intent
- Conversation intelligence: Summaries and insights from interaction history give agents a complete picture
- Embedded workflow: No switching systems-answers, steps, and forms appear where agents work
- Trusted AI: eGain's AI Knowledge Method enforces accuracy, governance, and auditability
What you'll notice on day one
- Fewer pauses and dead air while agents search for information
- Cleaner handoffs, with context captured and shared automatically
- More consistent answers across teams, shifts, and channels
Implementation notes (keep it simple, make it measurable)
- Connect your Webex Contact Center instance to eGain using the out-of-the-box integration
- Prioritize your top 20-30 intents/topics and publish concise, step-by-step guidance
- Apply your compliance rules in eGain so guidance is approved and auditable
- Pilot in one or two queues, set baselines, and define clear success metrics
- Train supervisors on reviewing guidance effectiveness and closing feedback loops
- Stand up a quick QA cadence to refine content weekly based on agent signals
Metrics to track
- Average Handle Time (AHT) and hold time
- First-Contact Resolution (FCR) and repeat contact rate
- CSAT/NPS, especially for top intents
- Transfer rate and escalations
- Time-to-proficiency for new hires
- Knowledge usage, accuracy feedback, and governance audits
What eGain says
"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."
See it live
eGain will demo the integration at Customer Contact Week in Orlando, January 21-23, 2026, booth #201. If you're attending, bring one thorny use case. Watch how guided steps shorten the path to resolution.
Take the next step
- Explore Cisco Webex Contact Center to understand agent desktop capabilities and integration fit
- Upskill your team on practical AI for support roles with these job-specific AI course paths
Bottom line
Putting trustworthy knowledge inside the Webex agent desktop turns every interaction into a coached interaction. That's how you reduce handle time, raise FCR, and make quality the default-not a post-call fix.
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