What changed in this filing

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Item 1. Business

2025-09-12 compared with 2024-09-12 · 59 added, 63 removed, 165 unchanged (43% of the section changed)

eGain automates customer engagement with an AI knowledge hub SaaS solution.

We sell to enterprises who want to better serve customers at scale by delivering trusted answers across self-service, contact centers, and field staff.

True to our mantra of AX + BX + CX = DX™, our AI knowledge hub orchestrates effortless Digital eXperience (DX) as it assists Agent eXperience (AX), empowers Business eXperience (BX) and assures Customer eXperience (CX).

Many global brands use eGain to improve experience and reduce costs.

We are headquartered in the Sunnyvale, California, United States.

eGain automates customer experience with an AI knowledge hub solution.

We sell our SaaS solution to enterprises who want to improve customer experience while reducing cost, by using AI to synthesize and deliver trusted, consumable answers from a knowledge hub.

We are headquartered in Sunnyvale, California, USA.

We also operate in the United Kingdom and India.

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They focus on the customer conversation.

Meanwhile, businesses expect agents to remember and refresh growing knowhow that is needed to answer customer questions across complex, expanding product portfolios and compliance-heavy processes, and then recall relevant knowhow contextually in the moment of truth – when the customer is on the line.

Meanwhile, businesses expect agents to remember and refresh growing knowhow that is needed to answer customer questions across complex, expanding product portfolios and compliance-heavy processes, and then recall it contextually in the moment of truth – when the customer is on the line.

In addition, this is expected of an entry-level workforce that is not well-paid, routinely replaced, and globally dispersed – mainly for cost reasons.

This knowledge and guidance gap for agents in the flow of their work explains Gartner Research’s top technology recommendation for customer service and support leaders since 2022:

invest in knowledge management tools.

This knowledge and guidance gap for agents in the flow of their work explains Gartner Research’s top technology recommendation for customer service and support leaders:

invest in modern knowledge management tools.

AI Economy Demands Modern Knowledge Management

In a world selling commoditized, yet complex products to time-strapped customers, smart tools must automate the routine and augment the interesting across agent, business and customer support tasks.

This need has been amplified by the disruption of traditional work models by COVID-19.

Businesses realize that they need to invest in tools that can guide agents and customers with trusted answers, ensuring customer satisfaction and compliance.

Recently we have seen the generative AI surprises pop up across businesses as businesses jumped into generative AI without solving the foundational knowledge needed to provide trusted input content to generative AI.

Not surprisingly, businesses are quickly seeking modern knowledge management solutions.

In a world selling commoditized, yet complex products to time-strapped customers, smart tools must increasingly automate self-service interactions and augment agent-assisted customer experiences.

In a hybrid workplace, businesses realize that they need to invest in tools that can guide agents and customers with trusted answers, ensuring compliance.

Further, AI investments are struggling to deliver value at scale because of the “Garbage In Garbage Out” problem of fragmented knowledge content across an enterprise.

The answer is a centralized knowledge hub, a single source of truth that is powered by AI and orchestrated by experts in the loop.

AI Knowledge for Customer Engagement

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A knowledge hub can be built and maintained with much less time and cost using AI.

It is a perfect technology intersection where AI needs knowledge and knowledge can be built easier with AI.

It is a perfect technology bootstrap - AI needs trusted knowledge as input and trusted knowledge can be built much easier using AI.

Contact Centers are a Brand Battleground

Contact centers offer significant opportunities to realize the transformation potential of generative AI.

According to Forrester Research, there were 17 million contact center agents in 2023, with 71% of contact centers looking to hire more.

Contact centers offer a great opportunity within any business operation to automate using AI.

According to Forrester Research, there were 17 million contact center agents worldwide in 2024, with 71% of contact centers looking to hire more.

Time-starved customers consuming complex products and grappling with extreme choices generate stubbornly high levels of customer contact.

They need quick, correct, and assured help.

The business impact of applying AI at scale on contact center operations can save the global economy hundreds of billions of dollars annually.

Customer Engagement Automation is a Large, Growing Market

Businesses continue to invest in digital transformation, especially in customer engagement.

The business impact of applying AI at scale on contact center operations could be hundreds of billions of dollars saved annually on a global basis, not to mention the positive effect of good service.

Customer Experience Automation is a Large, Growing Market

Businesses continue to invest in digital transformation, especially in customer experience.

To further reduce cost and improve experience, businesses want to harness AI knowledge to automate customer service via omnichannel, conversational interfaces.

According to McKinsey, the aggregate cost of customer operations in the global economy is $1.5 trillion.

According to McKinsey, the aggregate cost of customer operations in the global economy is

$1.5 trillion.

They anticipate that businesses could reduce this cost by 35% using AI.

Given these potential savings, the associated market opportunity for SaaS solutions is huge.

According to a recent Gartner Research prediction, by 2025, 100% of all virtual customer assistant and virtual agent assistant projects that are not integrated with a modern knowledge management system will fail to meet their experience improvement and operational cost-reduction goals.

Given these potential savings, the associated market opportunity for AI SaaS solutions for customer experience (CX) is huge.

According to a 2024 Gartner Research prediction, 100% of all virtual customer assistant and virtual agent assistant projects that are not integrated with a modern knowledge management system will fail to meet their experience improvement and operational cost-reduction goals.

The eGain Approach and Benefits

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informational, transactional, and situational.

Any given customer contact can morph across these categories as the conversation develops.

A customer contact could span one of more of these three categories as the conversation develops.

Tools must orchestrate customer contact with context — accounting for machine-human hand-offs (mixed-initiative interaction), channel switching, multimodal interaction, and conversational pause-and-resume.

During these interactions, customers increasingly want trusted answers and guidance.

During these interactions, customers increasingly want guidance and trusted answers.

The eGain Solution is Comprehensive

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.

We believe our feature-rich portfolio of applications empowers businesses to connect, solve, and optimize agent, business, and customer experience.

Solve with eGain Knowledge Hub

Our Knowledge Hub helps businesses to centralize knowledge, policies, procedures, situational expertise, and best-practices, while delivering guided, personalized, and trusted answers to customers, agents, and field staff.

We believe our guided knowledge and virtual assistance applications ensure that all agents easily resolve customer queries, regardless of product or procedure.

Connect with eGain Conversation Hub

Our Conversation Hub offers comprehensive, scalable capabilities for digital-first, omnichannel interaction management within a modern, purpose-built desktop.

Rich applications, powered by our Knowledge and AI capabilities (from our 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.

Optimize with eGain Analytics Hub

Our 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.

eGain offers a comprehensive solution organized into three hubs — eGain AI Agent™, eGain AI Knowledge Hub™, and eGain Conversation Hub™ — to automate customer experiences.

eGain AI Agent helps businesses easily deploy enterprise-grade agentic solutions built on trusted knowledge and guided actions.

Our AI Agent for contact center assists human agents by actively listening to customer conversations and proactively guiding them step-by-step, across intent identification, issue resolution and contact wrap up.

eGain AI Knowledge Hub helps businesses to centralize knowledge, policies, procedures, situational expertise, and best-practices, while delivering guided, personalized, and trusted answers to customers, agents, and field staff.

We believe our guided knowledge applications ensure that all human agents can handle their contacts regardless of tenure or expertise.

eGain Conversation Hub offers comprehensive, scalable capabilities for digital-first interaction management within a modern, omnichannel desktop.

Human agents are proactively guided by AI knowledge to efficiently serve customers via chat, short message service (SMS), email, social media, phone, video, fax, and letter.

Open, Secure APIs and Third-Party Connectors Deliver Quick Value

Our open, secure platform APIs enable clients and partners to extend and enhance our 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, ServiceNow, and Zendesk.

We offer a novel

“Bring Your Own” composable architecture to plug external bots, messaging channels, and third-party agent desktops to compose differentiated customer experiences.

Pre-built integrations include connectors to Adobe, Apple Business Chat, Atlassian Jira, Avaya, Amazon Connect, Cisco, Facebook Messenger, Five9, Google Dialogflow, Genesys, Talkdesk, IBM Watson, Microsoft Dynamics, Microsoft SharePoint, Microsoft Teams, Salesforce, SAP, ServiceNow, and Zendesk.

We offer a novel “Bring Your Own” composable architecture to plug large language models, external bots, messaging channels, and third-party agent desktops to compose differentiated customer experiences.

Compelling Benefits

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Our clients range from over a hundred thousand users at a healthcare client using our solution on a 24x7 basis to a Property and Casualty (P&C) insurer with fifteen thousand contact center advisors and thirty-thousand field agents.

Market-leading Innovation with a Risk-free Trial Model

To de-risk customer decisions, we offer a unique Innovation in 30 Days ™ program—a 30-day guided production pilot in the eGain Cloud – at no cost and with no strings attached.

Market-leading Innovation with Risk-free Trial Models

To de-risk customer decisions, we offer both self-sign ups and guided pilots at no charge:

● AI Agent self-signup with free trial.

● Innovation in 30 Days ™ program—a 30-day guided pilot in the eGain Cloud – at no cost and no strings attached.

Businesses can experience our product with their data, content, and process in a production setting.

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In addition, we occasionally compete with some of our platform partners where some of our product capabilities overlap, including Five9, Genesys, Microsoft, Salesforce, and ServiceNow.

Our target market is highly competitive and some of our competitors may have longer operating histories, greater economies of scale, greater financial resources, greater engineering and technical resources, greater sales and marketing resources, stronger strategic partnerships and distribution channels, larger user bases, products and services with different functions, and feature sets and greater brand recognition than we have.

functions, and feature sets and greater brand recognition than we have.

We believe the principal competitive factors in our market include the following:

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Sales Strategy

Our sales strategy is to pursue targeted accounts, mostly B2C (Business-to-Consumer) enterprises and consumer-centric government agencies, through a combination of our direct sales force and partners.

Our sales strategy is to pursue North America and Europe-based enterprises with more than five thousand employees, through a combination of direct sales and partners.

These enterprises typically have thousands of customer service agents in their contact centers.

Our direct sales force is organized into teams that include field sales representatives and sales consultants.

Our direct sales force is complemented by lead generation representatives and sales development representatives.

We also complement our direct effort with sales alliances.

Our direct sales force is organized into teams that include sales representatives and sales consultants.

Our direct sales force is complemented by sales development representatives.

Marketing and Partner Strategy

Our marketing strategy is to build our brand around the following pillars:

Our brand is built around three pillars:

thought leadership, product leadership, and customer advocacy.

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Our popular “Knowledge Management for Dummies” publication, for example, enjoys thousands of digital downloads and physical distribution in our target community.

Recently, we published a revised edition of this pioneering work with generative AI updates, including relevant AI-powered product info, customer case studies, and best-practices.

The revised second edition of this pioneering work incorporates generative AI updates, including relevant AI-powered product info, customer case studies, and best-practices.

Our partners help extend the breadth and depth of our product offerings, drive market awareness, and augment our professional service capabilities.

We believe these relationships are important to delivering successful integrated products and services to our customers.

Our partner portal, eGain Econet™, provides comprehensive sales support and services information for partners.

Subscription Services

Our subscription services provide customers with access to our software on a cloud-based platform that we manage and offer on a subscription basis.

These subscription services allow our customers to easily consume our product innovation without dealing with infrastructure, installation and ongoing administration.

We believe these relationships are important to deliver successful integrated products and services to our customers.

SaaS Services

Our SaaS services provide customers with access to our software on a cloud-based platform that we manage and offer on a subscription basis.

These SaaS services allow our customers to easily consume our product innovation without dealing with infrastructure, installation and ongoing administration.

We generally offer these services through a 36-month contract, with pricing based on the number of agents or self-service sessions.

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The market for our products changes rapidly and is characterized by evolving industry standards, swift changes in customer requirements, and frequent product introductions.

Automation of CX with AI is an exciting, global market opportunity that is being reimagined.

We are investing heavily in product innovation to seize this opportunity in enterprises looking to drive impact at scale in CX, a critical business function.

We continuously analyze market and customer requirements and evaluate external technology that we believe will enhance our competitiveness, increase our lifetime customer value, and expand our target market.

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reward and support employees through competitive pay and benefits;

enhance our culture through

efforts aimed at making the workplace more engaging and inclusive;

enhance our culture through efforts aimed at making the workplace more engaging and inclusive;

acquire talent and facilitate internal talent mobility to create a high-performing and diverse workforce.

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None of our employees are covered by collective bargaining agreements.

While we believe our relations with our employees are good, our future performance depends largely upon the continued service of our key technical, sales and marketing, and senior management personnel, none of whom are bound by employment agreements requiring service for a defined period of time.

While we believe our relations with our employees are good, our future performance depends largely upon the continued service of our key technical, sales and

marketing, and senior management personnel, none of whom are bound by employment agreements requiring service for a defined period of time.

Available Information

We were incorporated in Delaware in September 1997, and our website is located at www.egain.com.

We make available free of charge on our website our annual reports on Form 10-K, quarterly reports on Form 10-Q, current reports on Form 8-K and amendments to those reports, as soon as reasonably practicable after we electronically file or furnish such materials to the Securities and Exchange Commission.

We make available free of charge on our website, our annual reports on Form 10-K, quarterly reports on Form 10-Q, current reports on Form 8-K and amendments to those reports, as soon as reasonably practicable after we electronically file or furnish such materials to the Securities and Exchange Commission at www.sec.gov.

Our website and the information contained therein or connected thereto are not intended to be incorporated into this Annual Report on Form 10-K.

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Chief Financial Officer

Promod Narang

Chief Technology Officer

Chandrasekhar

Senior Vice President, Products and Services

Ashutosh Roy co-founded eGain and has served as Chief Executive Officer and a Director of eGain since September 1997 and as President since October 1, 2003.

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Smit holds a Bachelor of Commerce in Accounting from Rhodes University, South Africa.

Promod Narang has served as Chief Technology Officer since November 2022.

Narang joined eGain in October 1998 and served as Director of Engineering and from March 2000 to October 2022, he served as Senior Vice President of Products and Engineering prior to assuming his current position.

Prior to joining eGain, Mr.

Narang served as President of VMpro, a system software consulting company, from September 1987 to October 1998.

Narang holds a Bachelor of Science in Computer Science from Wayne State University.

Chandrasekhar (also known as J.C.

Rao) has served as Senior Vice President, Products and Services since September 2024.

Rao joined the Company in August 1999 and has served in a variety of roles, including as Senior Vice President, Services, Support, and Operations from November 2022 to September 2024, and prior to that, other leadership roles in product management and engineering.

Rao earned his Bachelor of Technology from Indian Institute of Technology Madras and M.S.

from the University of Texas, Austin.

Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.

What changed 10-K

Item 1. Business