EGAIN Corp 10-Q

Item 1. Financial Statements EGAIN CORPORATION CONDENSED CONSOLIDATED BALANCE SHEETS (in thousands, except par value data) (unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ September 30, ​ June 30, ​ 2020 2020 ASSETS ​ ​ ​ ​ ​ ​ Current assets: ​ ​ ​ ​ ​ ​ Cash and cash equivalents ​ $ 53,099 ​ $ 46,609 Restricted cash ​ 7 ​ 6 Accounts receivable, less allowance for doubtful accounts of $383 and $384 as of September 30, 2020 and June 30, 2020, respectively ​ 15,478 ​ 22,708 Costs capitalized to obtain revenue contracts, net ​ 1,070 ​ 1,066 Prepaid expenses ​ ​ 2,018 ​ ​ 2,514 Other current assets ​ 801 ​ 617 Total current assets ​ 72,473 ​ 73,520 Property and equipment, net ​ 710 ​ 713 Operating lease right-of-use assets (Note 5) ​ ​ 2,592 ​ ​ 2,962 Costs capitalized to obtain revenue contracts, net of current portion ​ 2,199 ​ 2,380 Intangible assets, net ​ — ​ 26 Goodwill ​ 13,186 ​ 13,186 Other assets ​ 1,057 ​ 918 Total assets ​ $ 92,217 ​ $ 93,705 ​ ​ ​ ​ ​ ​ ​ LIABILITIES AND STOCKHOLDERS' EQUITY ​ ​ ​ ​ ​ ​ Current liabilities: ​ ​ ​ ​ ​ ​ Accounts payable ​ $ 1,116 ​ $ 2,429 Accrued compensation ​ 7,261 ​ 7,916 Accrued liabilities ​ 4,007 ​ 3,423 Operating lease liabilities (Note 5) ​ ​ 1,698 ​ ​ 1,753 Deferred revenue ​ 34,016 ​ 36,644 Total current liabilities ​ 48,098 ​ 52,165 Deferred revenue, net of current portion ​ 4,565 ​ 4,826 Operating lease liabilities, net of current portion (Note 5) ​ ​ 1,045 ​ ​ 1,385 Other long-term liabilities ​ 723 ​ 688 Total liabilities ​ 54,431 ​ 59,064 Commitments and contingencies (Note 6) ​ ​ ​ ​ ​ ​ Stockholders' equity: ​ ​ ​ ​ ​ ​ Common stock, par value $0.001 - authorized: 50,000 shares; outstanding: 30,924 shares as of September 30, 2020 and 30,821 shares as of June 30, 2020 ​ 31 ​ 31 Additional paid-in capital ​ 375,357 ​ 374,399 Notes receivable from stockholders ​ (91) ​ (90) Accumulated other comprehensive loss ​ (1,487) ​ (1,631) Accumulated deficit ​ (336,024) ​ (338,068) Total stockholders' equity ​ 37,786 ​ 34,641 Total liabilities and stockholders' equity ​ $ 92,217 ​ $ 93,705 ​ See accompanying notes to condensed consolidated financial statements ​ 2 Table of Contents EGAIN CORPORATION CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS (in thousands, except per share data) (unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Revenue: ​ ​ ​ ​ ​ ​ Subscription ​ $ 17,747 ​ $ 15,572 Professional services ​ 1,316 ​ 1,618 Total revenue ​ 19,063 ​ 17,190 Cost of revenue: ​ ​ ​ ​ ​ ​ Cost of subscription ​ 3,222 ​ 3,750 Cost of professional services ​ 1,409 ​ 1,565 Total cost of revenue ​ 4,631 ​ 5,315 Gross profit ​ 14,432 ​ 11,875 Operating expenses: ​ ​ ​ ​ ​ ​ Research and development ​ 4,505 ​ 3,998 Sales and marketing ​ 5,631 ​ 4,738 General and administrative ​ 1,944 ​ 2,044 Total operating expenses ​ 12,080 ​ 10,780 Income from operations ​ 2,352 ​ 1,095 Interest income, net ​ 3 ​ 147 Other income (expense), net ​ (163) ​ 164 Income before income tax provision ​ 2,192 ​ 1,406 Income tax provision ​ (148) ​ (189) Net income ​ $ 2,044 ​ $ 1,217 Per share information: ​ ​ ​ ​ ​ ​ Earnings per share: ​ ​ ​ ​ ​ ​ Basic ​ $ 0.07 ​ $ 0.04 Diluted ​ $ 0.06 ​ $ 0.04 Weighted-average shares used in computation: ​ ​ ​ ​ ​ ​ Basic ​ 30,853 ​ 30,507 Diluted ​ 32,508 ​ 31,883 ​ See accompanying notes to condensed consolidated financial statements ​ 3 Table of Contents EGAIN CORPORATION CONDENSED CONSOLIDATED STATEMENTS OF COMPREHENSIVE INCOME (in thousands) (unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Net income ​ $ 2,044 ​ $ 1,217 Other comprehensive income, net of taxes: ​ ​ ​ ​ ​ Foreign currency translation adjustments ​ 144 ​ (157) Total comprehensive income ​ $ 2,188 ​ $ 1,060 ​ See accompanying notes to condensed consolidated financial statements ​ 4 Table of Contents ​ EGAIN CORPORATION CONDENSED CONSOLIDATED STATEMENTS OF STOCKHOLDERS’ EQUITY (in thousands) (unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended September 30, 2020 ​ Common Stock ​ Additional Paid-in ​ Notes Receivable From ​ Accumulated Other Comprehensive ​ Accumulated ​ Total Stockholders' ​ Shares Amount Capital Stockholders Income (Loss) Deficit Equity Balances as of June 30, 2020 30,821 ​ $ 31 ​ $ 374,399 ​ $ (90) ​ $ (1,631) ​ $ (338,068) ​ $ 34,641 Interest on stockholder notes — ​ ​ — ​ ​ — ​ ​ (1) ​ ​ — ​ ​ — ​ ​ (1) Issuance of common stock upon exercise of stock options 103 ​ ​ — ​ ​ 488 ​ ​ — ​ ​ — ​ ​ — ​ ​ 488 Stock-based compensation — ​ ​ — ​ ​ 470 ​ ​ — ​ ​ — ​ ​ — ​ ​ 470 Foreign currency translation adjustments — ​ ​ — ​ ​ — ​ ​ — ​ ​ 144 ​ ​ — ​ ​ 144 Net income — ​ ​ — ​ ​ — ​ ​ — ​ ​ — ​ ​ 2,044 ​ ​ 2,044 Balances as of September 30, 2020 30,924 ​ $ 31 ​ $ 375,357 ​ $ (91) ​ $ (1,487) ​ $ (336,024) ​ $ 37,786 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended September 30, 2019 ​ ​ Common Stock ​ Additional Paid-in ​ Notes Receivable From ​ Accumulated Other Comprehensive ​ Accumulated ​ Total Stockholders' ​ ​ Shares Amount Capital Stockholders Income (Loss) Deficit Equity ​ Balances as of June 30, 2019 30,478 ​ $ 31 ​ $ 371,099 ​ $ (88) ​ $ (1,459) ​ $ (345,276) ​ $ 24,307 ​ Issuance of common stock upon exercise of stock options 58 ​ ​ — ​ ​ 86 ​ ​ — ​ ​ — ​ ​ — ​ ​ 86 ​ True up of issuance costs related to public offering — ​ ​ — ​ ​ 29 ​ ​ — ​ ​ — ​ ​ — ​ ​ 29 ​ Stock-based compensation — ​ ​ — ​ ​ 451 ​ ​ — ​ ​ — ​ ​ — ​ ​ 451 ​ Foreign currency translation adjustments — ​ ​ — ​ ​ — ​ ​ — ​ ​ (157) ​ ​ — ​ ​ (157) ​ Net income — ​ ​ — ​ ​ — ​ ​ — ​ ​ — ​ ​ 1,217 ​ ​ 1,217 ​ Balances as of September 30, 2019 30,536 ​ $ 31 ​ $ 371,665 ​ $ (88) ​ $ (1,616) ​ $ (344,059) ​ $ 25,933 ​ ​ ​ ​ See accompanying notes to condensed consolidated financial statements ​ 5 Table of Contents ​ ​ EGAIN CORPORATION CONDENSED CONSOLIDATED STATEMENTS OF CASH FLOWS (in thousands) (unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Cash flows from operating activities: ​ ​ ​ ​ ​ ​ Net income ​ $ 2,044 ​ $ 1,217 Adjustments to reconcile net income to net cash provided by operating activities: ​ ​ ​ ​ ​ ​ Amortization of intangible assets ​ 26 ​ 67 Amortization of costs capitalized to obtain revenue contracts ​ 250 ​ 196 Amortization of right-of-use assets ​ ​ 406 ​ ​ 382 Depreciation ​ 93 ​ 74 Provision of doubtful accounts ​ — ​ 65 Deferred income taxes ​ ​ (78) ​ ​ 6 Stock-based compensation ​ 470 ​ 451 Loss on disposal of property and equipment ​ ​ (1) ​ ​ (1) Changes in operating assets and liabilities: ​ ​ ​ ​ ​ ​ Accounts receivable ​ 7,598 ​ (145) Costs capitalized to obtain revenue contracts ​ (14) ​ (300) Prepaid expenses ​ ​ 506 ​ ​ 451 Other current assets ​ (169) ​ (58) Other non-current assets ​ ​ (41) ​ ​ 80 Accounts payable ​ (1,316) ​ (2,992) Accrued compensation ​ (750) ​ (475) Accrued liabilities ​ 521 ​ 1,372 Deferred revenue ​ (3,398) ​ 2,601 Operating lease liabilities ​ ​ (427) ​ ​ (400) Other long-term liabilities ​ 14 ​ 133 Net cash provided by operating activities ​ 5,734 ​ 2,724 Cash flows from investing activities: ​ ​ ​ ​ ​ ​ Purchase of property and equipment ​ ​ (79) ​ (70) Net cash used in investing activities ​ (79) ​ (70) Cash flows from financing activities: ​ ​ ​ ​ ​ ​ Payments on bank borrowings ​ — ​ (31) Proceeds from bank borrowings ​ — ​ 31 Proceeds from exercise of employee stock options ​ 488 ​ 86 Net cash provided by financing activities ​ 488 ​ 86 Effect of change in exchange rates on cash and cash equivalents ​ 348 ​ (237) Net increase in cash, cash equivalents and restricted cash ​ 6,491 ​ 2,503 Cash, cash equivalents and restricted cash at beginning of period ​ 46,615 ​ 31,867 Cash, cash equivalents and restricted cash at end of period ​ $ 53,106 ​ $ 34,370 ​ ​ ​ ​ ​ ​ ​ Supplemental cash flow disclosures: ​ ​ ​ ​ ​ ​ Cash paid for interest ​ $ — ​ $ 1 Cash paid for taxes, net of tax refunds ​ $ 142 ​ $ 58 Non-cash items: ​ ​ ​ ​ ​ ​ Purchases of equipment through trade accounts payable ​ $ — ​ $ 10 ​ ​ See accompanying notes to condensed consolidated financial statements ​ 6 Table of Contents EGAIN CORPORATION NOTES TO CONSOLIDATED FINANCIAL STATEMENTS (unaudited) ​ 1. SUMMARY OF BUSINESS AND SIGNIFICANT ACCOUNTING POLICIES ​ Organization and Nature of Business ​ eGain Corporation (“eGain”, the “Company”, “our”, “we” or “us”) is a leading provider of cloud-based customer engagement software with operations in the United States, United Kingdom and India. We help business-to-consumer (B2C) brands operationalize digital customer engagement strategy. Our suite includes rich applications for digital interaction, knowledge management, and AI-based process guidance. We also provide advanced, integrated analytics for contact centers and digital properties to holistically measure, manage and optimize resources. We believe the benefits of our products include reduced customer effort, customer satisfaction, connected service processes, converted upsell opportunities, and improved compliance—across mobile, social, web, and phone. Hundreds of global enterprises rely on eGain to transform fragmented customer service systems into unified Customer Engagement Hubs. ​ Fiscal Year ​ Our fiscal year ends on June 30. References to fiscal year 2021 refer to fiscal year ending June 30, 2021. ​ Basis of Presentation ​ The accompanying condensed consolidated balance sheet as of September 30, 2020 and the condensed consolidated statements of operations, comprehensive income, stockholders’ equity, and cash flows for the three months ended September 30, 2020 and 2019, are unaudited. The consolidated balance sheet as of June 30, 2020 included herein was derived from the audited financial statements as of that date. ​ Certain information and footnote disclosures, normally included in consolidated financial statements prepared in accordance with generally accepted accounting principles (GAAP), have been condensed or omitted pursuant to such rules and regulations although we believe that the disclosures made are adequate to make the information not misleading. In our opinion, the unaudited condensed consolidated financial statements reflect all adjustments (consisting only of normal recurring adjustments) necessary for a fair presentation of our financial position, results of operations and cash flows for the periods presented. ​ These condensed consolidated financial statements and notes should be read in conjunction with our audited consolidated financial statements and accompanying notes for the fiscal year ended June 30, 2020, included in our Annual Report on Form 10-K. The condensed consolidated balance sheet as of June 30, 2020 was derived from audited consolidated financial statements as of that date but does not include all the information and footnotes required by GAAP for complete financial statements. The results of our operations for the interim periods presented are not necessarily indicative of results that may be expected for any other interim period or for the full fiscal year ending June 30, 2021. ​ Principles of Consolidation ​ We prepared the condensed consolidated financial statements pursuant to the rules and regulations of the Securities and Exchange Commission (SEC) and included the accounts of our wholly-owned subsidiaries. All significant intercompany balances and transactions have been eliminated. ​ ​ ​ ​ 7 Table of Contents Use of Estimates ​ The preparation of financial statements requires us to make estimates and assumptions in the condensed consolidated financial statements and accompanying notes. Actual results could differ significantly from estimates. We make estimates that we believe to be reasonable based on historical experience and other assumptions. Significant estimates and assumptions made by management include the following: ​ ● Standalone selling price (SSP) of performance obligations for contracts with multiple performance obligations; ● Estimate of variable consideration for performance obligations in connection with Topic 606; ● Period of benefit associated with capitalized costs to obtain revenue contracts; ● Valuation, measurement and recognition of current and deferred income taxes; ● Fair value of stock-based awards, ● Useful lives of intangible assets; and ● Lease term and incremental borrowing rate for lease liabilities. ​ Recent Accounting Pronouncements ​ Pronouncements Not Yet Adopted ​ In December 2019, the Financial Accounting Standards Board (FASB) issued Accounting Standards Update (ASU) 2019-12, Income Taxes (Topic 740): Simplifying the Accounting for Income Taxes. This update simplifies the accounting for income taxes. This update is effective for fiscal years beginning after December 15, 2020 (our fiscal year 2022). We are currently evaluating the impact of this update on our consolidated financial statements and related disclosures. ​ Pronouncements Recently Adopted ​ In August 2018, FASB issued ASU 2018-15, Intangibles—Goodwill and Other—Internal-Use Software (Subtopic 350-40) . This update requires a customer in a cloud computing service arrangement to follow the internal-use software guidance to determine which implementation costs to recognize and defer as an asset. We adopted this guidance as of our first quarter of fiscal year 2021 with no impact on our consolidated financial statements. ​ Revenue Recognition ​ Revenue Recognition Policy ​ Our revenue is comprised of two categories including subscription and professional services. Subscription includes SaaS revenue and legacy revenue. SaaS revenue includes revenue from cloud delivery arrangements, term licenses, and embedded OEM royalties and associated support. Legacy revenue is associated with license, or maintenance and support contracts on perpetual license arrangements that we no longer offer. Professional services includes consulting, implementation and training. ​ Significant Judgment Applied in the Determination of Revenue Recognition ​ We enter into contractual arrangements with customers that may include promises to transfer multiple services, such as subscription, support and professional services. With respect to our business, a performance obligation is a promise to transfer a service to a customer that is distinct. Significant judgment is required to determine whether services are distinct performance obligations that should be accounted for separately or combined as one unit of accounting. Additionally, significant judgment is required to determine the timing of revenue recognition. ​ 8 Table of Contents We allocate the transaction price to each performance obligation on a relative standalone selling price (SSP). The SSP is the price at which we would sell a promised service separately to one of our customers. Judgment is required to determine the SSP for each distinct performance obligation. ​ We determine the SSP by considering our pricing objectives in relation to market demand. Consideration is placed based on our history of discounting prices, size and volume of transactions involved, customer demographics and geographic locations, price lists, contract prices and our market strategy. ​ Determination of Revenue Recognition ​ Under Topic 606, we recognize revenue upon the transfer of control of promised services to our customers in the amount that is commensurate with the consideration that we expect to receive in exchange for those services. If consideration includes a variable amount in the arrangement, such as service level credits or contingent fees, then we include an estimate of the amount that we expect to receive for the total transaction price. The amount of revenue that we recognize is based on (i) identifying the contract with a customer; (ii) identifying the performance obligations in the contract; (iii) determining the transaction price; (iv) allocating the transaction price to the performance obligations in the contract on a relative SSP basis; and (v) recognizing revenue when, or as, we satisfy each performance obligation in the contract typically through delivery or when control is transferred to the customer. ​ Subscription Revenue ​ The following customer arrangements are recognized ratably over the contract term as the performance obligations are delivered: ● Cloud delivery arrangements; ● Maintenance and support arrangements; and ● Term license subscriptions which incorporate on-premise software licenses and substantial cloud functionality that are not distinct in the context of our arrangements as such are considered highly interrelated and represent a single combined performance obligation. For contracts involving distinct software licenses, the license performance obligation is satisfied at a point in time when control is transferred to the customer. We typically invoice our customers in advance upon execution of the contract or subsequent renewals with payment terms between 30 and 45 days. Invoiced amounts are recorded in accounts receivable, deferred revenue or revenue, depending if control transferred to our customers based on each arrangement. ​ The Company has a royalty revenue agreement with a customer related to the Company’s embedded intellectual property. Under the terms of the agreement, the customer is to remit a percentage of sales to the Company. These embedded OEM royalties are included as subscription revenue. Under Topic 606, since these arrangements are for sales-based licenses of intellectual property, for which the guidance in paragraph ASC 606-10-55-65 applies, the Company recognizes revenue only as the subsequent sale occurs. However, the Company notes that such sales are reported by the customer with a quarter in arrears, such revenue is recognized at the time it is reported and paid by the customer given that any estimated variable consideration would have to be fully constrained due to the unpredictability of such estimate and the unavoidable risk that it may lead to significant revenue reversals. ​ Professional Services Revenue ​ Professional services revenue includes system implementation, consulting and training. The transaction price is allocated to various performance obligations based on their stand-alone selling prices. Revenue allocated to each performance obligation is recognized at the earlier of satisfaction of discrete performance obligations, or as work is performed on a time and material basis. Our consulting and implementation service contracts are bid either on a time-and-materials basis or on a fixed-fee basis. Fixed fees are generally paid upon milestone billing or acceptance at pre-determined points in the 9 Table of Contents contract. Amounts that have been invoiced are recorded in accounts receivable and in deferred revenue or revenue, depending on whether transfer of control to customers has occurred. Training revenue that meets the criteria to be accounted for separately is recognized when training is provided. Costs Capitalized to Obtain Revenue Contracts ​ Under Topic 606, we capitalize incremental costs of obtaining a non-cancelable subscription and support revenue contracts. The capitalized amounts consist primarily of sales commissions paid to our direct sales force. Capitalized amounts also include (i) amounts paid to employees other than the direct sales force who earn incentive payouts under annual compensation plans that are tied to the value of contracts acquired and (ii) the associated payroll taxes and fringe benefit costs associated with the payments to our employees. ​ Costs capitalized related to new revenue contracts are generally deferred and amortized on a straight-line basis over a period of benefit that we estimate to be five years. We determine the period of benefit by taking into consideration the historical and expected durations of our customer contracts, the expected useful lives of our technologies, and other factors. Commissions for renewal contracts relating to our cloud-based arrangements are expensed when incurred, as we do not consider renewal contracts to be commensurate with initial customer contracts. Historically, any commission associated with renewals have been immaterial. Amortization of costs to obtain revenue contracts is included as a component of sales and marketing expenses in our condensed consolidated statements of operations. ​ During the three months ended September 30, 2020 and 2019, we capitalized $14,000 and $300,000 of costs to obtain revenue contracts, respectively, and amortized $250,000 and $196,000 to sales and marketing expense, respectively. Capitalized costs to obtain revenue contracts, net were $3.3 million and $3.4 million as of September 30, 2020 and June 30, 2020, respectively. ​ Deferred Revenue Deferred revenue primarily consists of payments received or invoiced in advance of revenue recognition from cloud delivery arrangements, term licenses and embedded OEM royalties and associated support. Deferred revenue is recognized as revenue once revenue recognition criteria is met. We generally invoice our customers in annual installments. The deferred revenue balance does not represent the total transaction price of our non-cancelable cloud delivery and support arrangements as a result from the timing of revenue recognition. Deferred revenue that is expected to be recognized within one year and beyond one year is classified as current and noncurrent deferred revenue, respectively. ​ ​ 10 Table of Contents Segment Information ​ We operate in one segment: the development, license, implementation and support of our customer interaction software solutions. Operating segments are identified as components of an enterprise for which discrete financial information is available and regularly reviewed by the Company’s chief operating decision-makers in order to make decisions about resources to be allocated to the segment and assess its performance. Our chief operating decision-makers, under ASC 280, Segment Reporting , are our executive management team. Our chief operating decision-makers review financial information presented on a consolidated basis for purposes of making operating decisions and assessing financial performance. The Company operates in one operating segment and all required financial segment information can be found in the condensed consolidated financial statements. ​ Our sales are derived from North America and Europe, Middle East, and Africa. However, we incur operating expenses in the North America, Europe, Middle East, Africa and Asia Pacific regions. Revenue by geography is generally determined on the region of our contracting entity rather than the region of our customer. Information relating to our geographic areas for the three months ended September 30, 2020 and 2019 is as follows (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Revenue: ​ ​ ​ ​ ​ ​ North America ​ $ 13,768 ​ $ 9,591 Europe, Middle East, & Africa ​ ​ 5,295 ​ 7,599 Total revenue ​ $ 19,063 ​ $ 17,190 Income from operations: ​ ​ ​ ​ ​ ​ North America ​ $ 1,675 ​ $ (884) Europe, Middle East, & Africa ​ 2,046 ​ 3,374 Asia Pacific ​ (1,369) ​ (1,395) Income from operations ​ $ 2,352 ​ $ 1,095 ​ In addition, long-lived assets, which consist primarily of property and equipment, corresponding to our geographic areas are as follows (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ September 30, ​ June 30, ​ 2020 2020 Long-lived Assets: ​ ​ ​ ​ ​ ​ North America ​ $ 385 ​ $ 401 Europe, Middle East, & Africa ​ 80 ​ 90 Asia Pacific ​ 245 ​ 222 Long-lived Assets ​ $ 710 ​ $ 713 ​ Concentration of Credit Risk and Significant Customers ​ Our financial instruments that are exposed to concentrations of credit risk include cash and cash equivalents and accounts receivable. We maintain an allowance for doubtful accounts which is based on historical losses and the number of days past due for collection. Receivables are written off against the allowance when we have exhausted collection efforts without success. Two customers, who are also our partners, accounted for 19% and 11%, respectively, of total revenue during the three months ended September 30, 2020. Two customers, who are also partners, accounted for 19% and 10% of total revenue during the three months ended September 30, 2019, respectively. ​ ​ ​ ​ ​ 11 Table of Contents Accounts Receivable and Allowance for Doubtful Accounts ​ We extend unsecured credit to our customers on a regular basis. Our accounts receivable are derived from revenue earned from customers and are not interest bearing. We also maintain an allowance for doubtful accounts to reserve for potential uncollectible trade receivables. We review our trade receivables by aging category to identify specific customers with known disputes or collectability issues. We exercise judgment when determining the adequacy of these reserves as we evaluate historical bad debt trends, general economic conditions in the U.S. and internationally, and changes in customer financial conditions. We write off a receivable after collection efforts have been exhausted and the amount is deemed uncollectible. ​ In certain Company contracts, contractual billings do not coincide with revenue recognized on the contract. Unbilled accounts receivables are recorded when revenue recognized on the contract exceeds billings, pursuant to contract provisions, and become billable upon certain criteria being met. Unbilled accounts receivables, for which the Company has the unconditional right to consideration, totaled $869,000 and $1.7 million as of September 30, 2020, and June 30, 2020, respectively, and are included in the accounts receivable balance. ​ Stock-Based Compensation ​ We account for stock-based compensation in accordance with ASC 718, Compensation—Stock Compensation . Under the fair value recognition provisions of ASC 718, stock-based compensation cost is measured at the grant date based on the fair value of the award and is recognized as expense over the vesting period. Stock-based compensation expense consists of expenses for stock options and our 2017 employee stock purchase plan (ESPP). ​ The ESPP provides that eligible employees may purchase the Company’s common stock through payroll deductions at a price equal to 85% of the lower of the fair market value at the entry date of the applicable offering period or at the end of each applicable purchasing period. The offering period, meaning a period with respect to which the right to purchase shares of our common stock may be granted under the ESPP, will not exceed twenty-seven months and consist of a series of six-month purchase periods. Eligible employees may join the ESPP at the beginning of any six-month purchase period. Under the terms of the ESPP, employees can choose to have between 1% and 15% of their base earnings withheld to purchase the Company’s common stock. ​ Determining the fair value of the stock-based awards at the grant date requires significant judgment and the use of estimates, particularly surrounding Black-Scholes valuation assumptions such as stock price volatility and expected option term. ​ Below is a summary of stock-based compensation included in the costs and expenses (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Stock-Based Compensation Expense: ​ ​ ​ ​ ​ ​ Cost of revenue ​ $ 74 ​ $ 33 Research and development ​ 158 ​ 176 Sales and marketing ​ 133 ​ 148 General and administrative ​ 105 ​ 94 Total stock-based compensation expense ​ $ 470 ​ $ 451 ​ Total stock-based compensation includes expense related to non-employee awards of $51,000 and $23,000 during the three months ended September 30, 2020, and 2019, respectively. ​ Total stock-based compensation includes expense related to the ESPP of $102,000 and $28,000 for the three months ended September 30, 2020, and 2019, respectively. 12 Table of Contents We utilize the Black-Scholes valuation model for estimating the fair value of the stock-based compensation of options granted. All shares of our common stock issued pursuant to our stock option plans are only issued out of an authorized reserve of shares of common stock which were previously registered with the SEC on Registration Statements on Form S-8. ​ During the three months ended September 30, 2020 and 2019, we granted options to purchase 41,200 and 202,100 shares of common stock with a weighted-average fair value of $6.34 and $4.31 per share, respectively. ​ We used the following assumptions: ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ ​ September 30, ​ ​ 2020 2019 Expected volatility ​ 72 % 70 % Average risk-free interest rate ​ 0.27 % 1.63 % Expected life (in years) ​ 4.34 ​ 4.33 ​ Dividend yield ​ — ​ — ​ ​ The dividend yield of zero is based on the fact that we have never paid cash dividends and have no present intention to pay cash dividends. We determined the appropriate measure of expected volatility by reviewing historic volatility in the share price of our common stock, as adjusted for certain events that management deemed to be non-recurring and non-indicative of future events. The risk-free interest rate is derived from the average U.S. Treasury Strips rate with maturities approximating the expected lives of the awards during the period, which approximate the rate in effect at the time of the grant. ​ On June 1, 2020, employees were granted the right to purchase an aggregate of 58,096 shares under the ESPP, and compensation expense related to those purchase rights for the three months ended September 30, 2020 was $102,000. ​ On June 1, 2019, employees were granted the right to purchase an aggregate of 69,354 shares under the ESPP, and compensation expense related to those purchase rights for the three months ended September 30, 2019 was $28,000. ​ As of September 30, 2020, there were 773,483 shares of common stock available for issuance under the ESPP. ​ We base our estimate of expected life of a stock option on the historical exercise behavior and cancellations of all past option grants made by the Company during the time period which its equity shares have been publicly traded, the contractual term of the option, the vesting period and the expected remaining term of the outstanding options. ​ In accordance with ASU 2016-09, Compensation—Stock Compensation: Improvements to Employee Share-Based Accounting , we elected to continue to estimate forfeitures in the calculation of stock-based compensation expense. ​ As of September 30, 2020 there was approximately $1.2 million of total unrecognized compensation cost related to unvested stock options, which is expected to be recognized over the weighted-average period of 1.09 years. There were 102,905 and 58,470 options exercised during the three months ended September 30, 2020 and 2019 , respectively. ​ ​ ​ ​ ​ 13 Table of Contents Leases ​ Lease agreements are evaluated to determine whether an arrangement is or contains a lease in accordance with ASC 842, Leases . ​ Operating leases are included in operating lease right-of-use (ROU) assets, current operating lease liabilities, and noncurrent operating lease liabilities in the condensed consolidated financial statements. ROU assets represent the Company’s right to use leased assets over the agreed upon term. Lease liabilities represent the Company’s contractual obligation to make lease payments over the lease term. ​ For operating leases, ROU assets and lease liabilities are recognized at the commencement date of the lease. The lease liability is measured as the present value of the lease payments over the lease term, using the rate implicit in the lease if readily determinable. If the rate implicit in the lease cannot be readily determined, the Company uses its incremental borrowing rate at lease commencement. The operating lease right-of-use assets are calculated as the present value of the remaining lease payments plus unamortized initial direct costs and any prepayments, less unamortized lease incentives received. ​ Operating leases typically include non-lease components such as common-area maintenance costs. We have elected to include non-lease components with lease payments for the purpose of calculating lease right-of-use assets and liabilities, to the extent that they are fixed. Non-lease component payments that are not fixed are expensed as incurred as variable lease payments. ​ Lease terms may include renewal or extension options to the extent they are reasonably certain to be exercised. The assessment of whether renewal or extension options are reasonably certain to be exercised is made at lease commencement. Factors considered in determining whether an option is reasonably certain of exercise include, but are not limited to, the value of any leasehold improvements, the value of renewal rates compared to market rates, and the presence of factors that would cause a significant economic penalty to the Company if the option were not exercised. Lease expense is recognized on a straight-line basis over the lease term. The Company has elected not to recognize right-of-use assets and obligations for leases with an initial term of twelve months or less, and has applied a capitalization threshold to recognize a lease on the balance sheet. The expense associated with short-term leases and leases that do not meet the Company’s capitalization threshold are recorded to lease expense in the period it is incurred. ​ 2. REVENUE RECOGNITION ​ Disaggregation of Revenue ​ The following table presents our subscription and professional services revenue during the three months ended September 30, 2020 and 2019, respectively: ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Revenue: ​ ​ ​ ​ ​ SaaS revenue $ 15,970 ​ $ 12,418 Legacy revenue ​ 1,777 ​ ​ 3,154 Total subscription revenue ​ 17,747 ​ ​ 15,572 Professional services revenue 1,316 ​ 1,618 Total revenue $ 19,063 ​ $ 17,190 ​ ​ 14 Table of Contents The following table presents our revenue by geography. Revenue by geography is generally determined on the region of our contracting entity rather than the region of our customer. The relative proportion of our total revenue between each geographic region as presented in the table below was materially consistent across each of our operating regions’ revenue for the periods presented. ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ 2020 2019 Revenue: ​ ​ ​ ​ ​ North America $ 13,768 ​ $ 9,591 Europe, Middle East, & Africa ​ 5,295 ​ ​ 7,599 Total revenue $ 19,063 ​ $ 17,190 Contract Balances Contract assets, if any, consist of unbilled receivables for completed performance obligations which have not been invoiced, and for which we do not have an unconditional right to consideration. Contract liabilities consist of deferred revenue for which we have an obligation to transfer services to customers and have received consideration in advance or the amount is due from customers. Once the obligations are fulfilled, then deferred revenue is recognized to revenue in the respective period. There were no contract assets for the period ended September 30, 2020 and 2019. ​ The following table presents the changes in contract liabilities (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Balance as of June 30, 2020 ($) Additions ($) ​ Deductions ($) ​ Balance as of September 30, 2020 ($) Contract liabilities: ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Deferred revenue ​ ​ 36,644 ​ ​ 15,981 ​ ​ (18,609) ​ ​ 34,016 Deferred revenue, net of current portion ​ 4,826 ​ — ​ (261) ​ 4,565 ​ With respect to deferred revenue balances as of June 30, 2020, $13.9 million was recognized to revenue during the three months ended September 30, 2020. ​ Remaining Performance Obligations ​ Remaining performance obligations represent contracted revenue that had not yet been recognized, and include deferred revenue, invoices that have been issued to customers but were uncollected and have not been recognized as revenue, and amounts that will be invoiced and recognized as revenue in future periods. The transaction price allocated to the remaining performance obligation is influenced by a variety of factors, including seasonality, timing of renewals, average contract terms and foreign currency exchange rates. As of September 30, 2020, our remaining performance obligations were $64.2 million, of which we expect to recognize $44.9 million and $19.3 million as revenue within one year and beyond one year, respectively. ​ ​ ​ 15 Table of Contents 3. NET INCOME PER COMMON SHARE ​ Basic net income per common share is computed using the weighted-average number of shares of common stock outstanding. In periods where net income is reported, the weighted-average number of shares is increased by warrants and options in the money to calculate diluted net income per common share. ​ The following table represents the calculation of basic and diluted net income per common share (unaudited, in thousands, except per share data): ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ ​ 2020 ​ 2019 Net income $ 2,044 $ 1,217 Per share information: ​ ​ ​ ​ ​ ​ Earnings per share: ​ ​ ​ ​ ​ ​ Basic ​ $ 0.07 ​ $ 0.04 Diluted ​ $ 0.06 ​ $ 0.04 Weighted-average shares used in computation: ​ ​ ​ ​ ​ ​ Basic ​ 30,853 ​ 30,507 Effect of dilutive options ​ ​ 1,655 ​ ​ 1,376 Diluted ​ 32,508 ​ 31,883 ​ Weighted-average shares of stock options to purchase 232,206 and 559,134 shares of common stock for the three months ended September 30, 2020 and 2019, respectively, were not included in the computation of diluted net income per common share due to their anti-dilutive effect. Such securities could have a dilutive effect in future periods. ​ 4. INCOME TAXES Income taxes are accounted for using the asset and liability method in accordance with ASC 740, Income Taxes. Under this method, deferred tax liabilities and assets are recognized for the estimated future tax consequences attributable to differences between the financial statement carrying amounts of existing assets and liabilities and their respective tax bases. For the legacy eGain business in the United States, based upon the weight of available evidence, which includes our historical operating performance, our future investment plans, and the uncertainty in the current market environment due to COVID-19, we have provided a full valuation allowance against our net deferred tax assets. For the legacy eGain business in the United Kingdom, based on the positive evidence, the Company has determined it would be able to utilize the deferred tax assets and does not have a valuation allowance against the deferred tax assets. The remaining eGain foreign operations as well as Exony’s business have historically been profitable and we believe it is more likely than not that those assets will be realized. Our tax provision primarily relates to foreign activities as well as state income taxes. Our income tax rate differs from the statutory tax rates primarily due to the utilization of net operating loss carry-forwards which had previously been valued against as well as our foreign operations. We account for uncertain tax positions according to the provisions of ASC 740. ASC 740 contains a two-step approach for recognizing and measuring uncertain tax positions. Tax positions are evaluated for recognition by determining if the weight of available evidence indicates that it is probable that the position will be sustained on audit, including resolution of related appeals or litigation. Tax benefits are then measured as the largest amount which is more than 50% likely of being realized upon ultimate settlement. We consider many factors when evaluating and estimating tax positions and tax benefits, which may require periodic adjustments and which may not accurately anticipate actual outcomes. ​ 16 Table of Contents As of June 30, 2020, we have completed a study under Section 382 of the Internal Revenue Code, and have determined there was no loss of NOLs as a result of any ownership changes since eGain’s formation. Utilization of the NOL or tax credit carryforwards to offset future taxable income and taxes, respectively, are subject to an annual limitation under the Internal Revenue Code of 1986 and similar state provisions, which is determined by first multiplying the value of the Company’s stock at the time of the ownership change by the applicable long-term, tax-exempt rate, and then could be subject to additional adjustments such as built in gain or built in loss, as required. Any limitation may result in expiration of all or a portion of its NOL and or tax credit carryforwards before utilization. ​ The 2017 Tax Cuts and Jobs Act includes a provision to tax global intangible low-taxed income (GILTI) of foreign subsidiaries. As of September 30, 2020, we estimate $2.7 million of GILTI income inclusion and used our net operating losses to offset our taxable income. 5. LEASES ​ We lease our office facilities under non-cancelable operating leases that expire on various dates through fiscal year 2024. Additionally, we are the sublessor for certain office space. All of our office leases are classified as operating leases with lease expense recognized on a straight-line basis over the lease term. Lease right-of-use assets and liabilities are recognized at the commencement date at the present value of lease payments over the lease term. As our leases do not provide an implicit rate, we use our incremental borrowing rate based on information available at the commencement date in determining the present value of lease payments. ​ The following tables present information about leases on our consolidated balance sheet (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ ​ 2020 ​ 2019 Assets: ​ ​ ​ ​ ​ ​ Operating lease right-of-use assets ​ $ 2,592 ​ $ 4,075 Liabilities: ​ ​ ​ ​ ​ ​ Operating lease liabilities ​ 1,698 ​ ​ 1,669 Operating lease liabilities, net of current portion ​ 1,045 ​ ​ 2,653 ​ The following table presents information about the weighted average lease term and discount rate as follows: ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ ​ September 30, ​ ​ 2020 ​ ​ 2019 ​ Weighted average remaining lease term (in years) ​ ​ 1.81 ​ ​ ​ 2.67 ​ Weighted average discount rate ​ ​ 4.79 % ​ ​ 4.83 % ​ The following table presents information about leases on our consolidated statement of operations (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ ​ 2020 ​ 2019 Operating lease expense ​ $ 440 ​ $ 435 Sublease income ​ ​ 154 ​ ​ 154 ​ Our short-term leases consist of leases for small office equipment. Short-term lease expense for the three months ended September 30, 2020 and 2019 was not significant. 17 Table of Contents The following table presents supplemental cash flow information about our leases (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ September 30, ​ ​ 2020 ​ 2019 Operating cash outflows from operating leases ​ $ 464 ​ $ 450 ​ As of September 30, 2020, remaining maturities of lease liabilities are as follows (in thousands): ​ ​ ​ ​ ​ Fiscal Period: ​ ​ ​ Remaining nine months of fiscal 2021 ​ $ 1,412 Fiscal 2022 ​ ​ 1,173 Fiscal 2023 ​ 201 Fiscal 2024 ​ 67 Fiscal 2025 ​ ​ — Thereafter ​ ​ — Total minimum lease payments ​ ​ 2,853 Less: Imputed interest ​ ​ (110) Total ​ $ 2,743 ​ ​ 6. COMMITMENTS AND CONTINGENCIES ​ Litigation ​ In the ordinary course of business, we are involved in various legal proceedings and claims related to alleged infringement of intellectual property rights, commercial, corporate and securities, labor and employment, wage and hour, and other claims that are not expected to have a material impact on our business or our consolidated financial statements. We have been, and may in the future be, put on notice and/or sued by third parties for alleged infringement of their proprietary rights, including patent infringement. ​ We evaluate all claims and lawsuits with respect to their potential merits, our potential defenses and counterclaims, settlement or litigation potential and the expected effect on us. Our technologies may be subject to injunction if they are found to infringe the rights of a third party. In addition, our agreements require us to indemnify our customers for third-party intellectual property infringement claims, which could increase the cost to us of an adverse ruling on such a claim. ​ Warranty ​ We generally warrant that the program portion of our software will perform substantially in accordance with certain specifications for a period up to one year from the date of delivery. Our liability for a breach of this warranty is either a return of the license fee or providing a fix, patch, work-around or replacement of the software. ​ We also provide standard warranties against and indemnification for the potential infringement of third party intellectual property rights to our customers relating to the use of our products, as well as indemnification agreements with certain officers and employees under which we may be required to indemnify such persons for liabilities arising out of their duties to us. The terms of such obligations vary. Generally, the maximum obligation is the amount permitted by law. Historically, cost related to these warranties have not been significant. However, we cannot guarantee that a warranty reserve will not become necessary in the future. ​ ​ ​ 18 Table of Contents Indemnification ​ We have agreed to indemnify our directors and executive officers for costs associated with any fees, expenses, judgments, fines and settlement amounts incurred by any of these persons in any action or proceeding to which any of those persons is, or is threatened to be, made a party by reason of the person’s service as a director or officer, including any action by us, arising out of that person’s services as our director or officer or that person’s services provided to any other company or enterprise at our request. ​ Transfer Pricing ​ We have received transfer-pricing assessments from tax authorities with regard to transfer pricing issues for certain fiscal years, which we have appealed with the appropriate authority. We review the status of each significant matter and assess its potential financial exposure. We believe that such assessments are without merit and would not have a significant impact on our consolidated financial statements. ​ Contractual Commitments ​ Our principal contractual commitments consist of obligations under leases for office space. Lease agreements are evaluated to determine whether an arrangement is or contains a lease in accordance with ASC 842, Leases . ​ 7. FAIR VALUE MEASUREMENT ​ ASC 820, Fair Value Measurement (ASC 820), defines fair value, establishes a framework for measuring fair value of assets and liabilities, and expands disclosures about fair value measurements. Fair value is defined as the exchange price that would be received for an asset or paid to transfer a liability in the principal or most advantageous market for the assets or liabilities in an orderly transaction between market participants on the measurement date. Subsequent changes in fair value of these financial assets and liabilities are recognized in earnings or other comprehensive income when they occur. ASC 820 applies whenever other statements require or permit assets or liabilities to be measured at fair value. ​ ASC 820 includes a fair value hierarchy, of which the first two are considered observable and the last unobservable, that is intended to increase the consistency and comparability in fair value measurements and related disclosures. Valuation techniques used to measure fair value must maximize the use of observable inputs and minimize the use of unobservable inputs. Observable inputs reflect assumptions market participants would use in pricing an asset or liability based on market data obtained from independent sources while unobservable inputs reflect a reporting entity’s pricing based upon their own market assumptions. ​ The fair value hierarchy consists of the following three levels: ​ Level 1 – instrument valuations are obtained from real-time quotes for transactions in active exchange markets involving identical assets. ​ Level 2 – instrument valuations are obtained from readily-available pricing sources for comparable instruments. ​ Level 3 – instrument valuations are obtained without observable market value and require a high level of judgment to determine the fair value. ​ ​ Our money market funds are measured at fair value on a recurring basis based on quoted market prices in active markets and are classified as level 1 within the fair value hierarchy. As of September 30, 2020 and June 30, 2020, cash equivalents classified as level 1 instruments were measured at $44.4 million and $41.8 million, respectively. 19 Table of Contents 8. INTANGIBLE ASSETS ​ Intangible assets are amortized over their estimated lives, as follows (in thousands, except expected life): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Intangible Asset Gross Carrying Amount Accumulated Amortization Net Balance September 30, 2020 Life Income Statement Category Customer relationships - maintenance contracts ​ $ 1,610 ​ $ (1,610) ​ $ - ​ 6 ​ Cost of revenue ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Intangible Asset Gross Carrying Amount Accumulated Amortization Net Balance June 30, 2020 Life Income Statement Category Customer relationships - maintenance contracts ​ $ 1,610 ​ $ (1,584) ​ $ 26 ​ 6 ​ Cost of revenue ​ Amortization expense incurred for intangible assets for the three months ended September 30, 2020 and 2019 was $26,000 and $67,000, respectively. ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ 20 Table of Contents ​ ​