Core Insights - eGain has launched eGain Composer, a modular AI knowledge platform designed to enhance customer experience (CX) automation through Trusted Knowledge™ [1][5] - The platform addresses the fragmentation and inflexibility of current AI knowledge systems, providing a comprehensive solution for developers to create scalable AI CX applications [2] Benefits - eGain Composer offers robust APIs, Model Context Protocol (MCP) servers, and SDKs in Python and TypeScript, facilitating the integration of trusted enterprise knowledge in various formats [4] - The platform supports diverse environments through OpenAPI specifications, enabling flexible integrations and enhancing the overall development experience [4][7] - It provides granular API controls throughout the content management lifecycle, ensuring effective content lifecycle management from authoring to deprecation [7] Security and Compliance - eGain Composer adheres to high security and authentication standards, including OAuth 2.0, HTTPS, SOC 2, HIPAA, GDPR, and FedRAMP, ensuring advanced compliance for enterprises [7] Integration and Optimization - The platform is designed for seamless integration with AI agents, enabling enterprise search, answers, and reliable agentic actions across customer-facing platforms [7] - eGain Composer ensures ongoing improvement in search effectiveness and agentic reliability through closed-loop optimization cycles, maintaining content completeness, accuracy, and compliance [7]

Core Insights - eGain Corporation is transforming traditional knowledge management into AI-powered Knowledge Automation, addressing the content chaos that costs organizations approximately $31 billion annually [1] - The company’s AI Knowledge Hub automates manual knowledge management processes, delivering measurable ROI to various business functions including contact centers and HR [1][4] Industry Challenges - Time constraints and lack of resources are the primary barriers to knowledge capture and retention, as identified in a survey of 1000 organizations [2] - Knowledge silos and conflicting information are prevalent issues in contact centers and customer support operations, exacerbated by manual knowledge management processes [2][3] eGain AI Knowledge Method - The eGain AI Knowledge Method focuses on discovering essential knowledge, emphasizing that 90% of knowledge ROI often comes from just 10% of knowledge content [4] - The platform automates previously manual processes, enhancing efficiency in knowledge management [4][5] Benefits of Knowledge Automation - Intelligent Discovery: AI analyzes customer and employee interactions to identify critical knowledge [5] - Content Cleansing: AI eliminates duplicate or conflicting content, streamlining knowledge management [5] - Automated Curation: Trusted knowledge content is sourced and curated automatically, ensuring adherence to templates and style guides [5] - Deterministic Reasoning: AI converts compliance-heavy procedures into consistent answers, reducing errors [5] - Continuous Optimization: Ongoing maintenance and publishing of content is automated, improving organization and metadata generation [5] Impact on Various Departments - Contact Centers: Reduces Average Handle Time (AHT) and improves First-Contact Resolution (FCR) [5] - Customer Support Teams: Enhances customer experience metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) [5] - HR Departments: Lowers training costs and streamlines employee onboarding processes [5] - Learning and Development: Facilitates efficient creation and maintenance of training materials [5] - Knowledge Management Teams: Breaks down silos to create a unified source of truth across the enterprise [6]

Core Insights - eGain Corporation introduced its eGain AI Agent 2 for Omnichannel CX Automation, focusing on enhancing reliability and consistency in customer experience through a hybrid AI approach [1][2][3] Group 1: Product Features - eGain AI Agent 2 utilizes a hybrid AI model that combines probabilistic reasoning for natural conversations and deterministic reasoning for precise, multi-step workflows, particularly in compliance-sensitive areas [8] - The solution is built on the eGain AI Knowledge Hub, ensuring that interactions are based on accurate and up-to-date information [3] - The PrismEval Service continuously optimizes the alignment between the knowledge base and AI-generated responses, enhancing quality assurance and reducing inaccuracies [4] Group 2: Customer Experience - eGain AI Agent 2 delivers "Assured Actions," providing consistent and reliable experiences across various contexts, which is crucial for building customer trust and meeting regulatory standards [5] - The solution integrates with CCaaS systems, offering real-time trusted answers and guidance for contact center agents, thereby improving both customer and agent experiences [6] Group 3: Deployment and Availability - eGain AI Agent 2 supports omnichannel interactions across phone, email, chat, messaging, and social media, with rapid deployment capabilities [9] - Organizations can configure an AI agent quickly, with the process taking as little as five minutes [9] - The product is currently available for interested organizations to learn more and configure through eGain's website [7]

Core Insights - eGain reported solid bookings and strong profitability for fiscal 2025, with a significant deal signed in the fourth quarter and healthy demand in the pipeline [2][3] - The company is well-positioned to capitalize on opportunities in AI customer experience automation [2] Fiscal 2025 Fourth Quarter Financial Highlights - Total revenue for Q4 2025 was $23.2 million, representing an 11% increase sequentially and a 3% increase year over year [5] - GAAP net income was $30.9 million, or $1.13 per share on a basic basis, compared to $1.5 million, or $0.05 per share in Q4 2024 [5] - Adjusted EBITDA for Q4 2025 was $4.5 million, reflecting a 19% margin, compared to $2.4 million and an 11% margin in Q4 2024 [5] Fiscal 2025 Full Year Financial Highlights - Total revenue for fiscal 2025 was $88.4 million, down 5% year over year [5] - GAAP net income for the full year was $32.3 million, or $1.15 per share on a basic basis, compared to $7.8 million, or $0.25 per share in fiscal 2024 [5] - Adjusted EBITDA for the full year was $8.6 million, with a 10% margin, compared to $11.2 million and a 12% margin in fiscal 2024 [5] Fiscal 2026 Financial Guidance - For Q1 of fiscal 2026, eGain expects total revenue between $23.0 million to $23.5 million and GAAP net income of $900,000 to $1.6 million [4] - For the full fiscal year 2026, total revenue is expected to be between $90.5 million to $92.0 million, with GAAP net income projected at $3.5 million to $5.0 million [4] Stock Repurchase Program - eGain's Board of Directors approved a $20 million increase in its stock repurchase program, raising the total authorization to $60 million [6] - The program will be funded using existing cash or future cash flows, reflecting the company's belief that its shares are undervalued [7] Non-GAAP Financial Measures - The company provided non-GAAP financial measures, including adjusted EBITDA and non-GAAP net income, to offer additional insights into its operating results [8] - Adjusted EBITDA is defined as net income adjusted for various expenses, while non-GAAP net income excludes certain tax benefits and stock-based compensation [8]