eGain announced the launch of eGain AI Agent for Zoom Contact Center on June 24, 2026, delivering trusted, AI-powered answers and actions directly inside the Zoom platform. The integration provides contact center agents with access to certified answers grounded in a single, governed knowledge source, aiming to reduce handle time and improve first-contact resolution. For compliance-sensitive organizations, the solution offers a clear audit trail for interactions. The application is now available on the Zoom App Marketplace.

Zoom Contact Center is designed as a cloud-native, AI-ready infrastructure. By connecting it to a unified knowledge source, organizations can ensure that agent interactions, automated responses, and AI-assisted actions rely on accurate and policy-compliant content. The integration leverages Zoom's open, API-first architecture to compose workflows with existing CRM and ticketing systems.

Operational efficiency and risk reduction

The eGain AI Agent listens to customer conversations in real time, identifies customer intent, and surfaces the right answers and next-best-action guidance before agents search manually. This allows agents to focus on the customer rather than navigating knowledge bases. Because answers are sourced from a governed foundation with full citations, newer agents can deliver expert-level service immediately.

For regulated industries, the system uses case-based reasoning to provide deterministic, step-by-step guidance based on the organization's own policies. This ensures agents follow the correct process and creates an auditable trail for every decision.

Transactional capabilities

When a customer request requires more than an answer, the eGain AI Agent can query external systems and execute transactions on the customer's behalf. This functionality eliminates the need for agents to switch tools or hand off to other systems. Every action is grounded in verified, policy-compliant knowledge, combining AI automation speed with necessary compliance guardrails.

Strategic integration

This launch extends eGain's existing CCaaS coverage, which includes Amazon Connect, Genesys, and Talkdesk. It is part of the broader eGain AI Knowledge Connectors architecture, which unifies enterprise knowledge across CCaaS platforms, UCaaS tools, AI models, and business applications. Dozens of integrations are available on the eGain Marketplace.

"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, Zoom CX Ecosystem, highlighted the practical application of AI in customer experience. "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," Gopalla said.

eGain today announced the eGain AI Knowledge Suite for Healthcare, a knowledge management platform designed to address fragmented and ungoverned knowledge in healthcare contact centers. The suite provides health plans and health systems with a governed, auditable knowledge foundation for agent interactions. By leveraging trusted knowledge to power AI, healthcare organizations can reduce handle times by up to 40%, cut new hire ramp time from 12 to 4 weeks, push first contact resolution rates to greater than 85%, and reduce preventable claim denials by 22% in the first 90 days.

Healthcare contact centers face challenges such as agent turnover, regulatory requirements, and AI mandates. Organizations often combine six to eight separate knowledge systems before applying AI, which can lead to inaccurate answers if the underlying information is outdated or unstructured. For health plans, this results in incorrect information provided to members during calls when rules or benefits change. For health systems, errors originating from outdated knowledge during scheduling or prior authorizations can lead to denied claims downstream.

The eGain AI Knowledge Suite for Healthcare ensures knowledge is structured, maintained, and ready for AI use. It governs and automates agent knowledge and actions across interactions, channels, and compliance audits. The platform includes pre-built workflows for member services, benefits, formulary, billing, and patient scheduling, and integrates with Epic, Salesforce Health Cloud, Genesys Cloud CX, and other platforms.

The platform offers several benefits to health plans and health systems. It consolidates fragmented knowledge into a single, audited source of truth, ensuring agents receive updated information within minutes. Pre-built healthcare workflows guide agents through complex processes like prior authorization and billing, reducing the need to toggle between systems. Agentic AI can autonomously handle tasks such as prior authorization status lookups and appointment confirmations, reducing those call types by 60 to 80%. Additionally, the suite provides visibility into knowledge gaps and compliance exposure, helping to prevent CMS violations and reimbursement risks.

The suite is designed for the healthcare regulatory environment, featuring HIPAA compliance, Business Associate Agreement support, and SOC 2 Type II certification. Ashu Roy, CEO of eGain, stated that healthcare faces a knowledge crisis disguised as an AI problem, and the new suite provides verified, auditable knowledge to ensure AI investments deliver results. G.T. Sweeney, CIO of Healthfirst, and William Wu, Director of Patient Access Center at Hackensack Meridian Health, emphasized the importance of accurate, governed knowledge for operational efficiency and member satisfaction.