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 - The company aimed to transition from outdated document management tools to a best-in-class knowledge management system to improve efficiency and accuracy in responding to customer inquiries [3].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].

Core Viewpoint - eGain reported its fiscal 2025 third quarter results, highlighting a decline in revenue but an increase in profitability and cash flow, alongside significant business developments including a major expansion deal and product launch [2][5]. Financial Highlights Fiscal 2025 Third Quarter - Total revenue was $21.0 million, a decrease of 6% year over year [5]. - GAAP net income was $66,000, or $0.00 per share, compared to $1.5 million, or $0.05 per share in Q3 2024 [5]. - Non-GAAP net income was $765,000, or $0.03 per share, down from $2.6 million, or $0.08 per share in Q3 2024 [5]. - Cash provided by operating activities was $2.2 million, with an operating cash flow margin of 11% [5]. - Adjusted EBITDA was $1.2 million, compared to $2.3 million in Q3 2024 [5]. Fiscal 2025 First Nine Months - Total revenue for the first nine months was $65.2 million, down 7% year over year [5]. - GAAP net income was $1.4 million, or $0.05 per share, compared to $6.3 million, or $0.20 per share in the same period last year [5]. - Non-GAAP net income was $3.3 million, or $0.12 per share, down from $9.8 million, or $0.31 per share in the same period last year [5]. - Adjusted EBITDA was $4.2 million, compared to $8.8 million in the same period last year [5]. Fourth Quarter Financial Guidance - eGain expects total revenue for Q4 to be between $22.8 million to $23.3 million [5]. - GAAP net income is projected to be between $1.1 million to $1.6 million, or $0.04 to $0.06 per share [5]. - Non-GAAP net income is expected to be between $1.7 million to $2.2 million, or $0.06 to $0.08 per share [5]. - Full year revenue guidance has been lowered to $88.0 million to $88.5 million, while GAAP net income guidance has been raised to $2.5 million to $3.0 million [5]. Business Developments - eGain secured one of its largest expansion deals with a U.S. megabank shortly after the quarter closed [2]. - The company launched its AI Agent for Contact Center, which assists agents in real-time using trusted knowledge and reasoning [2]. - eGain was recognized by Gartner as an emerging leader in the Generative AI Technologies market [2].