eGain Corporation Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

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 March 2024, eGain Corporation launched eGain AI Agent for Contact Center, an innovative solution designed to address the challenge of inconsistent agent performance. By leveraging this technology, contact center agents can deliver expert-level support, enhancing both the agent experience and overall customer satisfaction.

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 Key Enterprise and Cloud Applications

eGain Conversation Hub, eGain CallTrack, eGain Chat, eGain Analytics Hub, eGain AssistGPT, eGain Knowledge Hub

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eGain Corporation Direct vs Indirect sales

eGain Corporation Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified eGain Corporation Customers

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​eGain Corporation primarily serves large enterprises, defined as organizations with annual revenues exceeding $1 billion or governmental entities. For the fiscal year ending June 30, 2024, these clients accounted for over 82% of the company's annual recurring cloud revenue. eGain Corporation serves a diverse and prestigious clientele across various industries, including telecommunications, finance, utilities, and government sectors. Notable clients include Bell Aliant, Barclays, Netrada, Rust-Oleum, Southern Water, Virgin Media, Vodafone, Scottish and Southern Energy PLC, Yorkshire Water, the State of Washington, and Navy Federal Credit Union .​

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

​eGain Corporation's financial performance is significantly influenced by a concentrated customer base. In fiscal year 2024, one of its largest clients, who also serves as a strategic partner, contributed approximately 18% of the company's total revenue . This reliance on a limited number of key customers introduces a risk: the loss of any major client or the inability to attract new substantial customers could adversely affect eGain's revenue streams and overall business stability.

eGain Corporation Ecosystem, Partners, Resellers and SI

eGain Corporation employs a direct sales strategy to deliver its solutions, focusing primarily on North America and Western Europe. This approach is bolstered by a robust partner ecosystem, including value-added resellers, system integrators, and boutique consulting firms. Notable partnerships have been established with industry leaders such as Accenture, Capgemini, Atos Origin, BT, IBM, Microsoft, Detica, Teradata, PwC, Deloitte, Cisco, and SAP.

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: