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Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Expresssuites provide state-of-the-art IP-based customer interaction solutions for theenterprise and the SMB (small and medium-sized business) market segments,respectively. These solutions integrate inbound and outbound voice applications withInternet applications including real-time chat, web collaboration, and email,transforming the traditional contact center into a Customer Interaction Network,which enhances responsiveness and streamlines interactions to help organizationsdeliver superior customer service. The broad and deep integration unifiescapabilities, enabling a single agent to support multiple interactionssimultaneously regardless of which communication channel the customer has chosen.Moreover, the solutions enable agents to provide individualized service, based onalmost any contact attribute.
A pioneer in eService and knowledge management, eGain offers proven products foremail, chat, standard and proxy-based cobrowsing, web self-service and contactcenter knowledge management, notification management, and service fulfillment,available on-premise or on-demand. These solutions enable contact center agents toprovide reliable, scalable and superior customer service, while improving serviceconsistency, effectiveness, efficiencies, and compliance through a commonmultichannel knowledge base, robust workflow, and built-in industry best practices.
 The ability to effectively handle customer interactions via email, chat, and theweb is imperative to businesses that want to differentiate themselves with qualitycustomer service, said John Hernandez, Senior Director of Product Management ofCisco's customer contact business unit. "By leveraging eGainÂ's leading eServicesolutions in our Cisco Unified Contact Center offerings we are helping our customerscreate and manage a Customer Interaction Network that enables them to keep pace withcustomersÂ' needs for multiple points of access, while keeping operational costs incheck.Â
 With customer interactions over electronic channels on the rise, there is a growingneed to not only manage these interactions in a robust manner but also unify themwith voice channels to deliver a unified customer experience, said Ashu Roy, CEO ofeGain.  We are delighted to play an important role in enabling CiscoÂ's CustomerInteraction Network vision through this OEM relationship.Â
About eGaineGain (OTCBB: EGAN.OB) is a leading provider of customer service and contact centersoftware for in-house or on-demand SaaS deployment. Trusted by prominent enterprisesworldwide, eGain has been helping businesses achieve and sustain customer serviceexcellence for more than a decade. 24 of the 50 largest global companies rely oneGain to transform their traditional call centers, help desks, and web customerservice operations into multichannel customer interaction hubs. These hubs enabledramatically improved customer experience, unified multichannel customer service,end-to-end service process efficiencies, and enhanced contact center performance.
Headquartered in Mountain View, California, eGain has an operating presence in 18countries and serves more than 800 enterprise customers worldwide. To find out moreabout eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (UnitedStates), 1753-464646 (UK and rest of Europe).
eGain media contactMaeve NaughtoneGain Communications Corporation phone: 650-230-7449Email: pr@egain.com
