About eGain

eGain Corporation (eGain) automates customer engagement with a knowledge hub, powered by conversational and generative AI and analytics. The company sells mostly to large enterprises across financial services, telecommunications, retail, government, healthcare, and utilities seeking to better serve customers at scale by eliminating content silos and helping to automate customer engagement processes of all levels of complexity that may also require regulatory compliance. With the company’s mantra of AX + BX + CX = DX, the company guides clients to effortless digital experience (DX) by holistically optimizing agent experience (AX), business experience (BX) and customer experience (CX). Leading brands use eGain’s SaaS solution to improve customer satisfaction, empower agents, reduce service cost, and boost sales. The company is headquartered in the United States. The company also operates in the United Kingdom and India. eGain offers a comprehensive, unified solution organized into three hubs—eGain Knowledge Hub, eGain Conversation Hub, and eGain Analytics Hub, to automate, augment and orchestrate digital-first customer engagement. The company’s feature-rich portfolio of applications empowers businesses to holistically connect, flexibly solve, and continuously optimize the experience for agents, businesses and customers. The company’s solution experts and partners guide clients by aligning with their strategic priorities and demonstrating quick value through agile sprints. The company’s Conversation Hub offers comprehensive, scalable capabilities for digital-first, omnichannel interaction management within a modern, purpose-built desktop. Rich applications, powered by the company’s Knowledge and AI capabilities (from the company’s Knowledge Hub), proactively guide agents to efficiently interact with customers using chatbots, messaging applications, short message service (SMS), chat, email, social media, phone, video, fax, and letter. As part of the company’s Conversation Hub, the company offers a novel Bring Your Own (BYO) architecture to plug in external bots, messaging channels, and third-party agent desktops to compose differentiated customer experiences. Finally, the company offers a rich library of pre-built connectors to popular CRM, Contact Center, and Content Management platforms. The company’s Knowledge Hub helps businesses to centralize knowledge, policies, procedures, situational expertise, and best-practices, while delivering guided, personalized solutions to customers and agents across all touch points. The company’s guided knowledge and virtual assistance applications ensure that all agents effectively resolve all contact types, regardless of product or procedure. Correct, compliant, and consistent responses across touchpoints boost customer satisfaction as first contact resolution surges and agent’s time to competency drops. The company’s Analytics Hub enables clients to measure, manage and optimize their omnichannel service operations and knowledge. In addition, embedded AI and Machine Learning (ML) helps clients generate product improvement and customer insights, while spotting opportunities to improve experience and automate processes. The company’s open, secure platform APIs enable clients and partners to extend and enhance the company’s solutions and to integrate with enterprise assets to enable a single view of the customer. Pre-built integrations include connectors to Adobe, Apple Business Chat, Avaya, Amazon Connect, Cisco, Five9, Google Dialogflow, Genesys, Talkdesk, IBM Watson, Microsoft Dynamics, Microsoft SharePoint, Microsoft Teams, Salesforce, SAP and ServiceNow. Customers The company mostly sells to large enterprises, which the company defines as businesses with over a billion dollars in annual revenue or government organizations. Approximately 83% of the company’s annual recurring cloud revenue for the year ended June 30, 2023 (fiscal year 2023) came from such large enterprises. The company focuses on the following verticals: financial services, telecommunication, retail, government, health care and utilities. For fiscal year 2023, North America (NA) and combined Europe, the Middle East, and Africa (EMEA) revenue accounted for 78% and 22% of total revenue. One of the company’s largest customers, who is also the company’s partner, accounted for 20% of total revenue in fiscal year 2023. Competition The company competes with application software providers, including LivePerson, Inc., NICE, Ltd, and Verint Systems Inc. In addition, the company occasionally competes with some of the company’s platform partners where some of its product capabilities overlap, including Five9, Genesys, Microsoft, Salesforce, and ServiceNow. Growth Strategy The company is investing in multiple programs to accelerate growth. Its strategies are to invest in direct sales and marketing; develop new partner relationships; land and expand in the enterprise; maintain platform leadership; and selectively pursue acquisitions. Sales and Marketing Sales Strategy The company’s sales strategy is to pursue targeted accounts, mostly B2C (Business-to-Consumer) enterprises and consumer-centric government agencies, through a combination of the company’s direct sales force and partners. These enterprises typically have thousands of customer service agents in their contact centers and, in the aggregate, communicate with billions of customers each year. The company utilizes thought leadership and other marketing events to demonstrate the company’s leadership position in the customer engagement software market and highlight the company’s customer successes. The company’s direct sales force is organized into teams that include field sales representatives and sales consultants. The company’s direct sales force is complemented by lead generation representatives and sales development representatives. The company also complements its direct effort with sales alliances. Marketing and Partner Strategy The company’s marketing strategy is to build the company’s brand around innovative and robust products trusted by leading enterprises. The company accomplishes this via public relations, analyst relations, marketing programs, and demand generation, infused with relevant content for the company’s target audiences. The company employs a wide range of marketing avenues to deliver the company’s message, including print and digital, targeted electronic and postal mailing, email newsletters, and a variety of trade shows, seminars, webinars, and interest groups. The company’s marketing group produces sales tools, including product collateral, customer case studies, demonstrations, and presentations. In addition, the group performs market and customer analyses to identify and develop key partnership opportunities and product capabilities. The company’s partners help extend the breadth and depth of the company’s product offerings, drive market penetration, and augment the company’s professional service capabilities. The company’s partner portal, eGain Econet, provides comprehensive sales support and services information for channel partners. Subscription Services The company’s subscription services provide customers with access to the company’s software on a cloud-based platform that the company manages and offers on a subscription basis. These subscription services allow the company’s customers to easily consume the company’s product innovation without dealing with infrastructure, installation and ongoing administration. The company generally offers these services through a 36-month contract, with pricing based on the number of agents or self-service sessions. Professional Services The company’s worldwide professional services organization provides consulting, implementation, training, and managed services to deliver business value, drive customer success and build customer loyalty. Consulting and Implementation Services. The company’s offering includes rapid implementation services, platform-based solution extension, and systems integration services. The company’s consultants work with customers to understand their requirements, analyze their business needs, and implement effective solutions. The company provides these services independently or in partnership with distribution partners who have developed expertise on the company’s platform. Training Services. The company provides comprehensive training options to customers and partners. Training programs are offered either online (remote training) or in-person at the customer site. The company also offers complementary e-learning through the company’s eGain University education portal to the company’s customers and partners. Managed Services. The company provides a comprehensive set of processes and activities that range from implementation to monitoring the evolution and support of eGain solutions in a company. Customer Support The company offers 24/7 customer support via online and phone channels worldwide under support agreements. The company’s customer support centers are in the United States, the United Kingdom, and India. Intellectual Property As of June 30, 2023, the company had 16 issued patents in the United States. In addition, the company has one pending patent application in the United States, which is a non-provisional filing. The company’s issued U.S. patents expire at various times between 2028 and 2039. eGain and eGain are trademarks of eGain. History eGain Corporation was founded in 1997. The company was incorporated in Delaware in 1997.