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Release Notes | August 9, 2022 | Talkdesk eGain Connector

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On Tuesday, August 9th, 2022, we will release Talkdesk eGain Connector™.

This integration provides a scalable and reliable integration between Talkdesk CX Cloud and eGain. It ensures access to the eGain suite of products directly from Talkdesk Workspace, as well as the eGain knowledge base during calls, using Talkdesk as a single pane of glass.

 

What’s included

The release includes the following main capabilities:

  • Single UI: With this feature, eGain resources can be used directly inside Workspace. Agents can perform searches inside Conversations when handling a customer conversation.
  • Knowledge Base search based on IVR variables: Ability to set up IVR variables that can trigger content based searches in the Knowledge Base.

 

How to Access or Install

Talkdesk eGain Connector is available as an add-on in all editions and for any organization that uses eGain.

If you wish to start using Talkdesk eGain Connector, please reach out to your Customer Success Manager.

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