eGain launches AI agent integration for Zoom Contact Center

eGain (NASDAQ: EGAN) has announced the availability of eGain AI Agent for Zoom Contact Center, an integration that delivers AI-powered answers and guidance to contact center agents directly within the Zoom platform.

The integration is available on the Zoom App Marketplace and connects Zoom Contact Center to a single, governed knowledge source. According to the company, this allows agents to receive real-time answer suggestions and next-best-action guidance during customer interactions without leaving the platform.

The product uses case-based reasoning to provide step-by-step guidance for regulated industries, where each interaction produces an auditable trail documenting how a decision was reached. The integration also supports transaction execution in external systems without requiring agents to switch tools.

The Zoom integration extends eGain's existing contact center platform coverage, which already includes Amazon Connect, Genesys, and Talkdesk. It is part of eGain's broader AI Knowledge Connectors portfolio, which connects enterprise knowledge across contact center, unified communications, and business application platforms.

"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.

Kentis Gopalla, head of product for Zoom CX Ecosystem, said the 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."

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