eGain Corporation Strengths, Domain Expertise, and Key Differentiators
eGain specializes in providing versatile customer interaction solutions, available both in cloud-based and on-premise configurations, tailored for sales and service operations. The company's flagship offering, the eGain 10 Suite, encompasses a range of applications designed to enable businesses to effectively acquire, engage, and serve customers across various interaction channels. Additionally, eGain offers eGain 10 for Cisco Unified CCX, a pre-integrated, multichannel interaction solution optimized for use with Cisco Unified Contact Center Express. br> Furthermore, eGain delivers a suite of web-based customer interaction applications, including eGain Offers for engaging visitors on company websites and Facebook fan pages, eGain Chatbot for facilitating text and speech-based interactions with virtual assistants, eGain Cobrowse for empowering phone and chat representatives, eGain Chat for enabling text and video chats between website visitors and agents, eGain ClickToCall for initiating callback requests during website browsing, and eGain SelfService for enhancing self-service capabilities. br> Moreover, eGain provides social customer interaction applications such as eGain Social, a comprehensive solution for social customer service knowledge harvesting and social publishing, as well as reputation management, and eGain Community, facilitating the creation and management of online communities. The company also offers contact center applications, including eGain Mail for efficiently processing inbound customer emails and delivering timely responses, eGain CallTrack for logging phone calls, eGain KnowledgeAgent to equip contact center agents with robust knowledge management tools, eGain Notify for managing and delivering automated reminders, alerts, and updates, and eGain SME, an enterprise collaboration platform.
eGain Corporation Recent Developments
In September 2023, eGain Corporation unveiled eGain AssistGPT, an essential component of the eGain Knowledge Hub, harnessing the capabilities of Generative AI directly. AssistGPT represents a holistic zero-code solution for Knowledge Automation, aiding customers in their omnichannel endeavors by providing prompt answers. Simultaneously, it facilitates seamless integration into the workflow of contact center agents and business analysts. Administrators can utilize an AI Console to establish parameters for the utilization of generative AI, oversee prompts, and coordinate its functionality with other AI technologies within the enterprise.
eGain Corporation Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying eGain Corporation applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of eGain Corporation and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified eGain Conversation Hub, eGain CallTrack, eGain Chat, eGain Analytics Hub, eGain AssistGPT, eGain Knowledge Hub customers.
eGain Corporation Overview
1252 Borregas Avenue
Sunnyvale, CA, 94089, United States
1 408-636-4500
https://www.egain.com/
Ownership: - EGAN : NasdaqCM
Number of Employees: 592
Functional Markets: Analytics and BI, CRM,
Key Verticals: Banking and Financial Services, Communications, Consumer Packaged Goods, Distribution, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
eGain Corporation Key Enterprise and Cloud Applications
eGain Conversation Hub, eGain CallTrack, eGain Chat, eGain Analytics Hub, eGain AssistGPT, eGain Knowledge Hub
eGain Corporation Revenues, $M:
| Type/Year | 2022 | 2023 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
eGain Corporation Revenue Breakdown By Type, $M:
eGain Corporation Enterprise Applications Revenues By Functional Markets, $M:
eGain Corporation Enterprise Applications Revenues By Verticals, $M:
eGain Corporation Revenues By Region, $M
| Region | % of Total Revenues | 2023 Total Revenues, $M | 2023 Enterprise Applications Revenues, $M | 2023 Cloud Applications Revenues, $M |
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| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
eGain Corporation Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
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| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
eGain Corporation Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified eGain Corporation Customers
No. of eGain Corporation Customers: x
No. of eGain Corporation Enterprise Applications Customers: x
No. of eGain Corporation Cloud Customers: x
No. of eGain Corporation Cloud Subscribers: x
In December 2023, TENAQUIP, a prominent distributor of industrial supplies, made the strategic decision to partner with eGain for enhancing its digital customer service capabilities. Recognizing the importance of delivering exceptional customer service, TENAQUIP is dedicated to upholding its "Signature Service" standard, which aligns with the superior quality of products it distributes. With a vast inventory encompassing over 40,000 products and 400,000 SKUs, a substantial portion of orders are received via email. Contact center agents are responsible for processing these orders while managing inbound digital requests for customer service. By choosing eGain, TENAQUIP aims to modernize its digital customer service operations, thereby ensuring a seamless and efficient customer experience. br> eGain boasts a distinguished clientele including BellAliant, Barclays, Netrada, Rust-Oleum, Southern Water, Virgin Media, Vodafone, Scottish and Southern Energy PLC, Yorkshire Water, State of Washington, Navy Federal Credit Union, and numerous others. In August 2018, eGain proudly announced the deployment of its Solve suite for digital customer engagement by The General, further reinforcing its commitment to delivering innovative solutions to esteemed organizations.
eGain Corporation Market Opportunities, M&A and Geo Expansions
In the fiscal year 2024, eGain is observing heightened pipeline activity, driven by prominent enterprises seeking to implement a modern knowledge platform. These enterprises are keen to seamlessly integrate generative AI services they have been developing. eGain has introduced eGain AssistGPT, a groundbreaking solution designed to empower knowledge authors, contact center agents, and business analysts to leverage generative AI for automating mundane tasks in their daily workflows. With AssistGPT, non-technical users can immediately derive value from a multitude of best-practice options without the need for prompt engineering expertise.
eGain Corporation Risks and Challenges
Due to eGain's reliance on a limited number of key customers for a significant portion of its revenue, the potential loss of any of these clients or the inability to secure new substantial customers may pose a risk to its revenue streams and overall business viability.
eGain Corporation Ecosystem, Partners, Resellers and SI
eGain employs a direct sales approach to bring its solutions to market, with a primary focus on North America and Western Europe. The company predominantly targets large enterprises, defined as organizations with annual revenues exceeding one billion dollars, as well as government entities. Notably, approximately 83% of its annual recurring cloud revenue for the fiscal year ended June 30, 2023, was derived from these large enterprise clients.
In addition to its direct sales efforts, eGain augments its sales force through strategic reseller and sales alliances. The company has forged significant partnerships with industry leaders such as Accenture, Capgemini, Atos Origin, BT, IBM, Microsoft, Detica, Teradata, PWC, Deloitte, Cisco, SAP, and other reputable entities.
eGain Corporation Cloud Infrastructure Insights
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Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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