Core Insights - Rogue Credit Union is expanding its use of eGain's AI Knowledge Hub and agent assistance platforms to enhance member service and sales enablement in preparation for its merger with Members 1st Credit Union [1][2] Group 1: eGain Platform Adoption - The expanded deployment includes eGain Knowledge + AI for both contact center and enterprise use, eGain AI Agent, eGain Sales Advisor, and integrations with Microsoft Teams and Talkdesk [2][4] - The platform provides real-time, AI-powered guidance to Member Service Representatives (MSRs), enabling them to respond to member inquiries with confidence and accuracy [3][4] Group 2: Member Service Empowerment - eGain's integration allows MSRs to access contextual knowledge directly within their workflows, reducing the time spent searching for answers [3][4] - Key use cases include real-time AI-powered guidance, in-context knowledge delivery, consistent member experiences, faster issue resolution, and streamlined onboarding for new employees [4] Group 3: Sales Enablement - Rogue is deploying eGain Sales Advisor to codify best practices from top-performing MSRs, ensuring consistent, member-centric selling conversations across the organization [5][6] - This approach makes institutional knowledge accessible to all employees, enhancing member engagement and service quality [5][6] Group 4: Company Background - Rogue Credit Union is a not-for-profit financial cooperative serving members in Oregon, Idaho, and Northern California, focused on delivering high-quality member experiences [7] - The merger with Members 1st Credit Union aims to create a larger enterprise with a shared commitment to member service excellence [7]

Core Insights - eGain Corporation has been selected by SELCO Community Credit Union to implement its AI Knowledge Hub and AI Agent software for modernizing enterprise knowledge management [1][3] Company Overview - SELCO Community Credit Union aims to enhance financial well-being and service excellence for its members in Oregon, serving approximately 500 employees [2][8] - eGain Corporation specializes in AI knowledge platforms for customer service, providing solutions that improve operational efficiency and reduce costs [1][7] Solution Details - The eGain AI Knowledge Hub will serve as a unified enterprise knowledge management platform, facilitating knowledge delivery across various teams including contact center, branch, lending, operations, and back-office [4][5] - The solution will integrate with the Genesys agent desktop, ensuring a seamless user experience without disrupting existing workflows [4] Operational Improvements - SELCO plans to migrate its SharePoint-based procedures into the eGain platform, which will enhance compliance visibility, eliminate version-control issues, and accelerate employee onboarding [5][6] - The implementation of eGain's AI Knowledge Hub is expected to establish a scalable foundation for future AI-driven automation and agent assistance [5][6] Leadership Perspectives - SELCO's Director of Talent Development emphasized the importance of empowering employees with accurate knowledge to improve service excellence [6] - eGain's CEO highlighted the need for a purpose-built platform to address operational and compliance challenges faced by organizations like SELCO [6]

Core Insights - eGain Corporation has been selected by Achmea to provide its AI Knowledge Hub and AI Agent software to enhance knowledge management and support Achmea's transformation into a Digital Insurer [1][3]. Company Overview - Achmea is a major cooperative insurance and financial services group in Europe, headquartered in Zeist, Netherlands, serving over 10 million customers with various services including health, life, and banking [2]. Strategic Shift - Achmea is focusing on becoming a Digital Insurer, prioritizing customer experience and self-service adoption, and has identified the need for a Knowledge-as-a-Service (KaaS) partner to modernize its knowledge management [3][4]. Implementation Details - The deployment will empower 21,000 users within Achmea, including 8,225 contact center users and 12,750 enterprise users, with an AI Agent license for each [5]. - The solution will integrate over 26,000 documents into a centralized knowledge base, creating a single source of trusted knowledge for customer inquiries across Achmea's operations [6]. Expected Outcomes - Achmea's integrated approach will unify its knowledge ecosystem, ensuring consistent responses for agents and staff while enhancing operational efficiency [7]. - The implementation aims to deliver seamless customer experiences, accelerate self-service adoption, and provide agents with relevant answers to improve service efficiency [8]. Leadership Insights - Achmea's IT Director emphasized the commitment to delivering personalized and efficient service as part of their Digital Insurer transformation, highlighting the importance of eGain's solutions in providing a unified knowledge foundation [9]. - eGain's CEO noted that Achmea's vision requires enterprise-wide access to trusted knowledge to enhance both employee productivity and customer experience [9].

Financial Data and Key Metrics Changes - Total revenue for Q4 was $23.2 million, up 11% sequentially and up 3% year over year, marking the first year-over-year increase in revenue in eight quarters [17] - Non-GAAP gross margin for Q4 was 73%, up from 71% a year ago, while sales gross margin was 80%, up from 76% [17] - For the full year, total revenue was $88.4 million, down 5% year over year, primarily due to churn in the messaging business [19] - Non-GAAP net income for the full year was $5.7 million or $0.20 per share, compared to $4.3 million or $0.40 per share in the prior year [20] Business Line Data and Key Metrics Changes - AI knowledge ARR grew by 25% year over year, with expectations of 20% growth in fiscal 2026 [11] - Sales ARR for knowledge customers increased 25% year over year, while sales ARR for all customers increased 11% [22] - Non-GAAP operating costs for the full fiscal year were $56 million, flat compared to the prior year [19] Market Data and Key Metrics Changes - The company signed significant clients, including the largest nonprofit healthcare network in New Jersey and a major credit union, indicating strong market demand for AI knowledge solutions [5][6] - The partnership with JPMorgan Chase is expected to enhance customer experience and drive AI efficiencies across their business [9][10] Company Strategy and Development Direction - The company plans to focus on AI knowledge solutions, defocusing from less strategic products, such as messaging, which will be sunset in fiscal 2026 [12] - R&D spending is expected to increase by 6% year over year to extend product leadership in the AI knowledge infrastructure market [11][27] - The company aims to achieve gross margin expansion to between 74% and 75% for the year, up from 71% in fiscal 2025 [26] Management's Comments on Operating Environment and Future Outlook - Management noted that AI investments are not showing significant ROI due to a lack of trusted knowledge, which is critical for delivering value [10] - The company expressed optimism about the growing demand for trusted knowledge to support AI initiatives, which is reflected in their bookings for fiscal 2025 [11] - Guidance for fiscal 2026 indicates total revenue is expected to return to growth, with projections between $90.5 million and $92 million [25] Other Important Information - The company repurchased 2.6 million shares at an average price of $6.03 per share during fiscal 2025, with a total of $15.8 million spent [21] - An investor and analyst day event is scheduled for October 14th and 15th in Chicago, providing opportunities for engagement with customers and insights into the business [27] Q&A Session Summary Question: Timing on the sunsetting of the messaging products - Management indicated that the decision was driven by the need to focus on AI knowledge, which is expected to yield better ROI [29] Question: Expected impact of messaging product sunsetting on numbers - The impact is expected to begin in Q2, with a run rate reduction of roughly 50% by the end of fiscal 2026 [31] Question: Details on the partnership with JPMorgan Chase - The partnership is seen as a strategic opportunity to strengthen the relationship and gain insights into customer needs [33] Question: Trends in AI pilot to conversion rates - The conversion rate for AI solutions is currently stable at about two out of three [35] Question: Sustainability of cost reductions in OpEx and COGS - Management noted improvements in COGS due to migration to a new cloud platform and automation processes [37][38] Question: Breakdown of SaaS ARR components - Approximately 60% of total ARR is now from AI knowledge, with the remainder from eGain Analytics Hub and eGain Conversation Hub [44] Question: Competitive position on the Conversation Hub - Management expressed optimism about the Conversation Hub's growth potential as the AI Knowledge Hub expands [48] Question: Pipeline status for mega deals - Currently, there are no deals of JPMorgan Chase's size in the pipeline, but there are several attractive seven-figure opportunities [49] Question: Services gross margins outlook - The goal is to bring services margins closer to break even as efficiencies improve [50]