Customer Experience and AI Innovation Leader Joins eGain to Accelerate Knowledge Automation VisionSUNNYVALE, Calif., March 26, 2026 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the leader in AI-powered knowledge management for enterprise customer service, today announced the appointment of Steve Pappas as Head of Innovation. In this role, Pappas will help shape eGain's product and market expansion strategy at the intersection of AI, knowledge management, and customer experience — accelerating the c ...

SUNNYVALE, Calif., March 25, 2026 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN) today announced the eGain AI Knowledge Suite for Retail Banking, a new solution designed to help community banks, regional banks, and credit unions increase revenue, improve customer satisfaction, boost frontline productivity, and strengthen regulatory compliance. As retail banking teams face rising service costs, tighter margins, and higher customer expectations, many institutions still rely on knowledge scattered across documents, ...

Core Insights - eGain is hosting investor meetings at the 38th Annual Roth Conference from March 22-24, 2026, in Dana Point, California [1][2] - The company is experiencing strong momentum with its AI Knowledge Hub, which is increasingly adopted by enterprises to enhance customer service and reduce costs [2] - eGain has over 25 years of expertise in AI-powered knowledge management and customer experience solutions, serving Global 2000 companies across various industries [3] Company Overview - eGain provides AI-powered knowledge management and customer experience solutions, helping enterprises integrate siloed content and automate knowledge workflows [3] - The company focuses on delivering measurable AI-ROI through proven frameworks and methods [3] - eGain's solutions are designed to transform customer service, reduce costs, and achieve successful AI implementations at scale [3]

Core Insights - eGain has announced new integrations of its AI Agent into Microsoft Teams, Slack, and Zoom, enhancing productivity, reducing support costs, and improving employee satisfaction [1][8] - The integrations provide reliable, AI-powered answers based on a governed knowledge foundation, addressing the challenge of employees searching for information across systems [2][3] Group 1: Integration Features - eGain AI Agent allows employees to ask questions within Teams, Slack, or Zoom, providing answers that adhere to organizational policies and procedures, thus reducing search time and escalations [3][4] - The AI Agent delivers tailored answers based on enterprise permissions, ensuring that employees only access information relevant to their roles, which helps protect sensitive content [4][5] - The integrations are built on eGain's open architecture, allowing organizations to maintain consistent knowledge across various collaboration platforms and AI models [5][6] Group 2: Real-World Applications - Hundreds of eGain employees utilize the AI Agent for HR-related inquiries, leading to a reduction in repeated questions and saving employee time [6] - A large financial-services organization employs the AI Agent within Teams to assist operations teams with complex regulatory questions, providing accurate, policy-grounded answers [7] Group 3: Company Background - eGain is a leading provider of AI-powered knowledge management and customer experience solutions, with over 25 years of experience in helping enterprises unify content and automate knowledge workflows [9]

Core Insights - eGain Corporation has released the third special edition of "Knowledge Management for Dummies," which includes a new chapter on generative AI (GenAI) best practices and real-world success stories demonstrating significant improvements in knowledge creation and search success [1][8] Group 1: Importance of Knowledge Management - The release comes at a pivotal moment for enterprise AI adoption, highlighting that 100% of GenAI virtual assistants will fail without trusted knowledge management, emphasizing the critical role of knowledge management [2] - The new edition emphasizes that the effectiveness of AI initiatives relies heavily on the quality and trustworthiness of the underlying knowledge, providing business and technology leaders with the necessary context to ensure successful GenAI investments [3][4] Group 2: Features of the New Edition - The updated edition includes a dedicated chapter that clarifies how large language models interact with enterprise knowledge bases, ensuring AI outputs are trustworthy and compliant [8] - Proven results from real-world deployments are showcased, with enterprises achieving a 5X acceleration in knowledge creation and a 6X improvement in search success by integrating GenAI with trusted knowledge management [8] - The book offers practical guidance on evaluating and selecting knowledge management solution partners and structuring KM initiatives for long-term success, with applicability extending beyond customer service to HR, IT, and other knowledge-intensive functions [8] Group 3: Company Background - eGain Corporation is a leading provider of AI-powered knowledge management and customer experience automation solutions, with over 25 years of experience in the field [7] - The company assists enterprises in unifying siloed content, automating trusted knowledge workflows, and delivering measurable AI ROI through established frameworks and methods [7]

Core Insights - eGain Corporation has partnered with Cabinetworks Group to implement its AI Knowledge Hub and AI Agent for Contact Center, aimed at modernizing Cabinetworks' knowledge management and enhancing customer service operations [1][4]. Company Overview - Cabinetworks Group is the largest privately held kitchen cabinet manufacturer in the United States, featuring iconic brands such as KraftMaid, Medallion, Merillat, and Smart Cabinetry [2][8]. - The company operates over 20 locations, including 15 manufacturing facilities, and employs more than 5,000 team members [8]. Challenges Faced - Cabinetworks identified the need to modernize its customer service approach due to operating across multiple legacy systems, recognizing that AI would be essential for supporting its growth strategy [3]. - The company aimed to transition from outdated document management tools to a best-in-class knowledge management system to improve efficiency and accuracy in responding to customer inquiries [3]. Solution Implementation - The partnership with eGain will replace fragmented information sources with a unified AI Knowledge Hub, providing intelligent search, content lifecycle controls, and analytics [4]. - The implementation includes an AI Agent for Contact Center, which offers contextual assistance to agents, and integrates with Five9 and Salesforce CRM for a seamless user experience [4][6]. - A self-service portal will be established, allowing customers to find answers independently, thereby improving overall efficiency [4][6]. Operational Impact - The unified knowledge foundation will enable real-time access to information, enhancing the speed and quality of service provided to customers [5]. - Agents will have immediate access to up-to-date information across various brands, improving their effectiveness in handling customer inquiries [6]. Executive Insights - Matt Conant, VP of Customer Experience and Care at Cabinetworks, emphasized the importance of modernizing knowledge management to scale operations and improve service quality [7]. - Ashu Roy, CEO of eGain, highlighted the unique knowledge challenges faced by manufacturers and the role of the AI Knowledge Hub in delivering real-time support [7].

Group 1 - The article does not provide any relevant content regarding the company or industry [1]

Group 1 - The article does not provide any relevant content regarding the company or industry [1]

分组1 - eGain reported quarterly earnings of $0.11 per share, exceeding the Zacks Consensus Estimate of $0.07 per share, and showing an increase from $0.04 per share a year ago, resulting in an earnings surprise of +50.07% [1] - The company achieved revenues of $22.98 million for the quarter ended December 2025, surpassing the Zacks Consensus Estimate by 2.27% and increasing from $22.39 million year-over-year [2] - eGain has consistently surpassed consensus EPS estimates over the last four quarters, achieving this four times [2] 分组2 - The stock has added approximately 0.5% since the beginning of the year, while the S&P 500 has gained 1.9%, indicating underperformance relative to the market [3] - The current consensus EPS estimate for the upcoming quarter is $0.04 on revenues of $22.13 million, and for the current fiscal year, it is $0.33 on revenues of $91.53 million [7] - The Internet - Software industry, to which eGain belongs, is currently ranked in the top 37% of over 250 Zacks industries, suggesting a favorable outlook compared to lower-ranked industries [8]

Financial Data and Key Metrics Changes - Total revenue for Q2 was $23 million, up 3% year-over-year, exceeding guidance and street consensus [14] - SaaS revenue increased by 5% year-over-year, accounting for 95% of total revenue, up from 93% in Q2 last year [14] - Non-GAAP net income was $3 million or $0.11 per share, up from $1.3 million or $0.05 per share in the year-ago quarter [16] - Adjusted EBITDA margin for the quarter was 14%, up from 7% in the year-ago quarter [16] - Operating cash flow was $10.1 million, representing a 44% operating cash flow margin, compared to $6.4 million at 29% in the year-ago quarter [17] Business Line Data and Key Metrics Changes - SaaS ARR for AI knowledge customers increased 27% year-over-year, now representing 64% of total SaaS ARR [18][22] - SaaS ARR for all customers increased 7% year-over-year, and 11% when excluding non-core messaging products [18] - LTM dollar-based SaaS net retention for AI knowledge customers was 116%, up from 99% a year ago [18] Market Data and Key Metrics Changes - More than 50% year-over-year increase in top-of-the-funnel AI knowledge leads [4] - Partner-sourced leads in the first half of fiscal 2026 increased 80% year-over-year [10] Company Strategy and Development Direction - The company is focused on becoming a leader in AI-driven knowledge automation, with a strategy centered around customer experience (CX) and extending to enterprise use cases [12][39] - The introduction of the eGain Composer is aimed at driving product sales and attracting new ecosystem partners [11] - The company is investing in product innovation while reducing spending on legacy products [16] Management's Comments on Operating Environment and Future Outlook - Management noted strong business momentum and positive results from go-to-market strategies, with expectations for continued growth [12][22] - The company anticipates total revenue for Q3 to be between $22.2 million and $22.7 million, and for the full year to be between $90.5 million and $92 million [19][21] - Management expressed confidence in capturing market leadership in AI-driven knowledge automation [22] Other Important Information - The company has a strong balance sheet with total cash and cash equivalents at $83.1 million, up from $62.9 million as of June 30, 2025 [17] - The company did not repurchase any shares during the quarter and has $19.7 million remaining under the buyback program [17] Q&A Session Summary Question: Can you provide more details about the large software deal? - The deal involved a long sales cycle of about a year and a half, replacing a lack of an enterprise-wide knowledge platform [26] Question: Can you clarify the impact of the non-core messaging products? - 50% of the non-core messaging revenue was reduced in Q2, with the remainder to be phased out in Q1 2027 [29] Question: What is driving the strength in partner-driven lead generation? - Momentum is seen from small boutique knowledge consulting firms and contact center knowledge deals [30] Question: What are the barriers to replicating the company's software platform? - Key barriers include architecture, understanding use cases, and non-functional requirements like reliability and scalability [36] Question: How is the company planning to deploy its cash reserves? - The focus will remain on internal investments to drive top-line growth, with share buybacks and opportunistic inorganic options being considered [40][41] Question: What are the hiring plans moving forward? - The company is reallocating resources towards high-end engineering and technology talent while increasing marketing investments [44]