eGain Corporation Strengths, Domain Expertise, and Key Differentiators
eGain provides cloud and on-premise customer interaction applications for sales and service operations. The company offers eGain 10 Suite of applications, which help businesses to acquire, engage, and serve customers through multiple interaction channels; and eGain 10 for Cisco Unified CCX, which provides a pre-integrated, multichannel interaction solution for use with Cisco Unified Contact Center Express.
It also provides Web customer interaction applications, such as eGain Offers that help businesses engage visitors on the company Website and Facebook fan pages; eGain Chatbot to offer text and speech chat interactions with one or more virtual assistants; eGain Cobrowse, which enables phone and chat reps; eGain Chat that enables Website visitors to conduct text and video chats with agents; eGain ClickToCall to request a callback while browsing for Website visitors; and eGain SelfService solution.
In addition, the company offers social customer interaction applications comprising eGain Social, a social customer service knowledge harvesting and social publishing, and reputation management application; and eGain Community, which enables the creation and management of online communities. Further, it offers contact center applications, including eGain Mail for processing inbound customer emails and providing mission-critical email customer response; eGain CallTrack, a phone call logging system; eGain KnowledgeAgent that empowers contact center agents with knowledge management; eGain Notify for managing and delivering automatic reminders, alerts, and updates; and eGain SME, an enterprise collaboration tool.
eGain Corporation Recent Developments
In November 2021, eGain Corporation (NASDAQ: EGAN), a cloud platform provider for customer engagement automation, announced that its solution for knowledge management—eGain Knowledge Hub— is now available on Genesys AppFoundry.
In July 2020 eGain presented its support for Google’s Business Messages for conversational customer service and engagement, as part of the eGain Messaging Hub. Contact centers will now be able to handle the complete lifecycle of handling Google’s Business Messages with eGain, while integrating the interactions with other touchpoints for a complete view of the customer.
Unlike point products and API tool kits, the eGain Messaging Hub offers a complete set of capabilities for messaging-based conversational automation. Built on a Bring Your Own Bot (BYOB) architecture, the hub makes it easy to add new messaging touchpoints easily, while leveraging eGain’s unified omnichannel platform for AI, knowledge, and analytics.
In December 2018, the tax preparation giant H&R Block selected eGain Solve to automate service and sales interactions for taxpayers at scale. The solution will be used to power H&R Block’s new "Ask a Tax Pro" service.
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 Cloud for Customer Engagement, customers.
eGain Corporation Overview
Ownership: - EGAN : NasdaqCM
Number of Employees: 563
Functional Markets: Content Management, CRM,
Key Verticals: Banking and Financial Services, Communication, 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, Media, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
eGain Corporation Key Enterprise and Cloud Applications
eGain Cloud for Customer Engagement,
eGain Corporation Revenues, $M:
| Type/Year | 2020 | 2021 | 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:
| Type | License | Prof. Services | Hardware | Support & Maintenance | SaaS | PaaS | IaaS | Other (Non Enterprise Application Revenues) | Total |
|---|---|---|---|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | 100% |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
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 | 2021 Total Revenues, $M | 2021 Enterprise Applications Revenues, $M | 2021 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| 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 |
|---|---|---|---|
| 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: 170
No. of eGain Corporation Enterprise Applications Customers: 170
No. of eGain Corporation Cloud Customers: 150
No. of eGain Corporation Cloud Subscribers: x
eGain is expecting to transition all of its significant on-premise clients to the eGain Cloud, to give the best performance of its product, and to be in step with technology change innovations on the market. br> Among eGain customers are 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 others. In August 2018, eGain announced that The General has deployed eGain Solve suite for digital customer engagement.
eGain Corporation Market Opportunities, M&A and Geo Expansions
The full orientation of eGain in the cloud solution will keep them in step with the technology and will open the possibility for new easy developments and implementations of the product and new customers.
eGain aims to leverage its partnership with Cisco and its resellers to expand its presence in the contact center market. In the first quarter of 2014, eGain secured its first seven-figure Cisco SolutionsPlus deal. In July 2018, eGain made integration with Apple Business Chat.
Among key capabilities of the integrated solution are: Enabling hundreds of millions of consumers on iPhone and iPad to interact with businesses through the Messages app, leverage eGain AI to infer customer intent, power bot conversations through messaging, route escalations to contact center agents, and guide agents through messaging conversations, provide immersive customer experiences with the rich features of Apple Business Chat such as rich links, list pickers, date and time pickers, Apple Pay, images, and Messages extensions, handle conversations, leveraging the powerful capabilities of eGain Advisor agent desktop that provides, personalized, proactive customer engagement and solve button for easy access to contextual knowledge and AI-powered conversational guidance.
eGain Corporation Risks and Challenges
While eGain transition to the subscription model accelerates, the license revenues were sluggish and trimmed.
The first quarter of 2016 marked the signing of a seven-figure cloud deal through the Cisco distribution channel.
eGain Corporation Ecosystem, Partners, Resellers and SI
Its North American direct sales organization is based at its corporate headquarters in Sunnyvale, California, with field sales presence throughout the United States. Internationally, it has field offices in France, Germany, Ireland, Italy, India, the Netherlands, and the United Kingdom.
The direct sales force is organized into teams that include sales representatives and sales consultants. Its direct sales force is made up of two components, field sales and inside sales representatives. It is complemented by lead generation representatives.
eGain also complements its direct sales force with reseller and sales alliances. eGain has a strategic partnership with Accenture, Capgemini, Atos Origin, BT, IBM, Microsoft, Detica, Teradata, PWC, Deloitte, Cisco, SAP, and others.
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).
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