About Unified CCE Integration

This section describes the process of integrating the application with Cisco Unified Contact Center Enterprise (Unified CCE). If there is no need or intention to integrate the eGain application with Cisco Contact Center Enterprise (Unified CCE), please ignore this section.

eGain for Cisco Unified CCE is an out-of-the-box integration between eGain’s award-winning customer engagement products and Cisco’s leading enterprise telephony software, Cisco Unified Contact Center Enterprise. The integrated solution enables businesses to extend their phone infrastructure to include email, chat, video chat, click-to-call, case manager, virtual assistant, social, web self-service, and agent knowledge portals. It enables a 360-degree view of the customer across phone and online channels, while ensuring end-to-end interaction tracking and consistent answers through the unified multichannel knowledge base.

The process of integrating with Cisco Unified CCE can be easily performed from within the Administration Console by an administrator with partition permissions. 

The partition administrator should have the following actions to perform these tasks: Integration - Create, Edit, View, and Delete.

Before integrating the eGain application with Cisco Unified CCE, make sure Cisco Unified CCE is installed and prepared for integration.

For more information on how to configure and prepare your setup, see the following guides:

• Configuration Guide for Unified CCE

• eGain for Cisco Unified CCE Companion Guide