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New integration brings AI-powered knowledge, guided actions, and compliance-ready customer service directly into Zoom Contact Center.
eGain has announced the launch of eGain AI Agent for Zoom Contact Center, a new integration that brings trusted AI-powered knowledge and real-time guidance directly into the Zoom platform. Available through the Zoom App Marketplace, the solution helps contact center agents access certified answers, automate actions, and deliver faster, more consistent customer service while maintaining compliance and governance.
Designed for today’s cloud-native and AI-ready contact centers, the integration connects Zoom Contact Center with eGain’s centralized knowledge platform, ensuring that agents, AI assistants, and automated workflows all rely on a single, governed source of truth. This enables organizations to reduce average handle times, improve first-contact resolution, and maintain a complete audit trail for every customer interaction.
The AI Agent listens to customer conversations in real time, automatically identifies customer intent, and proactively surfaces relevant answers and next-best-action guidance before agents need to search for information. Because every response is backed by verified knowledge and supported with citations, even newly onboarded agents can provide accurate, expert-level assistance from their first day.
For businesses operating in highly regulated industries, eGain AI Agent offers deterministic, case-based reasoning that delivers step-by-step guidance based on approved policies, procedures, and organizational knowledge. Each interaction is fully traceable, providing compliance teams with a clear record of how every decision was made.
Beyond answering customer questions, the platform can also perform actions by securely connecting with external business systems. Agents can complete transactions, retrieve customer information, and execute service requests without switching applications, streamlining workflows while ensuring every action complies with company policies.
The integration also leverages Zoom Contact Center’s open, API-first architecture, allowing organizations to connect with existing CRM platforms, ticketing systems, and enterprise applications while customizing how AI guidance appears within agent workflows.
The launch expands eGain’s portfolio of contact center integrations, which already includes Amazon Connect, Genesys, and Talkdesk. It also strengthens the company’s broader AI Knowledge Connectors ecosystem, enabling enterprises to unify knowledge across contact center platforms, business applications, AI models, and developer environments through the eGain Marketplace.
“Contact centers are under pressure to deliver faster, more consistent service while managing costs and compliance,” said Ashu Roy, CEO of eGain. “By bringing eGain AI Agent into Zoom Contact Center, organizations can confidently deploy AI in live customer interactions, knowing every answer and action is accurate, compliant, and fully traceable.”
Kentis Gopalla, Head of Product for Zoom CX Ecosystem, added, “Organizations are looking for practical ways to apply AI that improve customer experiences while maintaining trust and governance. 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.”
With this release, eGain continues to strengthen its position in AI-powered customer service by combining trusted enterprise knowledge with real-time conversational intelligence, helping organizations improve service quality while meeting growing operational and regulatory demands.
