eGain AI Agent for Zoom Contact Center Announced

eGain has launched AI Agent for Zoom Contact Center, bringing AI-powered knowledge and guidance directly into the Zoom platform.

“Contact centers are under pressure to deliver faster, more consistent service while managing costs and compliance. The platforms leading organizations are choosing today are built to support AI from day one, and that changes what’s possible.

By bringing eGain AI Agent into Zoom Contact Center, we give organizations a way to put AI to work in live customer interactions with the confidence that every answer and action is accurate, compliant, and traceable,” said Ashu Roy, CEO of eGain.

The integration is designed to help agents access verified information and next-best-action recommendations during customer interactions without leaving their workflow.

The solution listens to conversations in real time, identifies customer intent, and surfaces relevant answers from a governed knowledge base. It also provides step-by-step guidance for more complex or regulated interactions, creating an auditable record of how decisions are made.

In addition to providing answers, the platform can connect with external systems to perform tasks and transactions on behalf of customers, reducing the need for agents to switch between applications.

Available through the Zoom App Marketplace, the integration expands eGain’s existing support for contact centre platforms, which includes Amazon Connect, Genesys Cloud CX and Talkdesk.

“Organizations are looking for practical ways to apply AI that improve customer experiences while maintaining trust and governance,” said Kentis Gopalla, head of product, Zoom CX Ecosystem.

“This integration demonstrates how our open ecosystem enables customers to extend the value of Zoom CX with specialized AI solutions that drive efficiency, consistency, and better outcomes for both agents and customers.”

The company said the integration is intended to help organisations improve consistency, support compliance requirements, and streamline customer service operations.

For more information about eGain - visit the eGain Website

About eGain

 eGain is the #1 AI Knowledge Platform for Customer service. eGain AI Knowledge Hub and AI Agent help improve experience and reduce cost by delivering instant, trusted answers to agents and customers at every interaction.

Find out more about eGain

Author: Robyn Coppell
Reviewed by: Megan Jones