eGain Corporation (Nasdaq: EGAN) is a leading provider of AI-powered knowledge management and customer experience automation solutions. Its flagship offering, the eGain AI Knowledge Hub, unifies content across disparate enterprise systems and delivers trusted, accurate, and consistent answers to customers, employees, and AI agents. The platform supports digital self-service, contact-center operations, employee support, and other knowledge-intensive workflows. eGain integrates with leading CRM and contact-center platforms and AI models, so organizations can automate service and deploy AI at scale.
eGain serves Global 2000 companies and government organizations, primarily in North America and Europe, including customers in regulated industries such as financial services, insurance, healthcare, telecommunications, and the public sector. By providing trusted knowledge infrastructure for enterprise AI, eGain helps organizations improve customer satisfaction, increase employee productivity, reduce operating costs, and achieve measurable business outcomes.
eGain is headquartered in Sunnyvale, California, with operations in the United Kingdom and India. In July 2026, Gartner named eGain a Leader in its inaugural Magic Quadrant for Customer Service Knowledge Management Systems and positioned it highest for Ability to Execute and furthest for Completeness of Vision.
Customers expect fast, accurate answers on every channel, and service teams are under pressure to deliver them at lower cost. AI promises to help, but only if it draws on knowledge that is complete, current, and consistent. When content is scattered across systems, agents search instead of serving, self-service fails, and AI gives answers no one can trust. Customer service automation depends on trusted answers from a single source of truth in the enterprise.
The eGain suite unifies content silos and synthesizes knowledge by orchestrating GenAI and experts, delivering trusted answers that are correct, consistent, and compliant. These answers are contextually personalized for customers, agents, and employees and proactively delivered in the flow of work.
eGain’s platform centers on the AI Knowledge Hub, which brings knowledge from systems such as SharePoint, Confluence, and Salesforce Knowledge into a governed environment. Other offerings include AI Agent, Agentic Studio, Composer, Evaluator, and Conversation Hub, plus pre-built integrations with major CRM, contact-center, collaboration, and content platforms. eGain also provides expert services: implementation, optimization, managed services, and forward-deployed engineering support.
AI KnowledgeOps is eGain’s framework for keeping enterprise knowledge accurate and ready for AI as a business and its industry keep changing. This framework combines people, processes, and technology to govern, measure, and continuously improve enterprise knowledge and AI-generated answers.
eGain primarily serves large enterprises and government organizations in North America and Europe, focusing on knowledge-intensive sectors such as financial services, insurance, healthcare, telecommunications, and government. Large enterprises (businesses with more than $1 billion in annual revenue, plus government organizations) generated more than 89% of fiscal 2026 total revenue. Publicly named customers include BT Consumer, Cathay Pacific, COUNTRY Financial, the IRS, JPMorgan Chase, and Liberty Mutual.
Customers choose eGain to improve the quality, consistency, and governance of enterprise knowledge and make it usable by employees and AI systems. eGain differentiates on enterprise-grade deployment, seamless integration with existing technology, measurable customer outcomes, and a closed-loop approach that continuously improves knowledge and AI-generated answers.
Ashutosh (Ashu) Roy co-founded eGain in 1997 and is Chairman and Chief Executive Officer. Eric Smit is Chief Financial Officer.
eGain aims to be the trusted knowledge layer that enterprise AI applications use to generate accurate, consistent, and governed answers. eGain refers to the operating framework for creating, governing, measuring, and continuously improving enterprise knowledge for AI as “AI KnowledgeOps.”
Large language models generate fluent responses, but those responses are only as useful as the quality, currency, and governance of the underlying enterprise knowledge. The familiar “garbage in, garbage out” principle applies to enterprise AI: if the underlying knowledge is incomplete, outdated, or poorly governed, AI can produce inaccurate or inconsistent answers with confidence. eGain helps enterprises manage knowledge as a controlled operating asset, so AI agents and employees rely on trusted information rather than fragmented, unmanaged content.
eGain is not a general-purpose foundation-model provider. It focuses on the enterprise knowledge layer and the workflows that govern, deliver, and continuously improve the information AI systems and employees use. Through AI KnowledgeOps, eGain helps keep enterprise knowledge accurate and ready for AI as a business and its industry keep changing, complementing foundation models rather than competing with them.
This distinction matters more as enterprises move AI from experimentation to production. A 2025 MIT study reported that approximately 95% of the enterprise generative AI initiatives it examined had not yet generated measurable P&L impact. The researchers cited a “learning gap,” including limited workflow integration and systems that cannot adapt and improve over time, as a key barrier. eGain believes its governed, continuously improving knowledge layer can help enterprises close that gap and turn AI investments into more reliable business outcomes. The eGain platform works with third-party AI models and with the CRM, contact-center, and content systems customers already use.
eGain competes with knowledge-management specialists (KMS Lighthouse, Shelf, Upland Software, and USU); customer-service and contact-center software providers (NICE, Verint, Genesys, Five9, and Talkdesk); and, where capabilities overlap, large platform vendors (Microsoft, Salesforce, and ServiceNow). eGain also competes with general-purpose generative AI platforms and with enterprises that build knowledge and AI capabilities internally.
eGain typically complements, rather than replaces, major CRM and contact-center platforms. It provides a governed knowledge layer that delivers trusted answers and knowledge workflows to the systems, employees, and AI agents customers already use. As an independent platform, eGain lets customers connect and govern knowledge across multiple enterprise systems and AI environments instead of tying their knowledge strategy to a single vendor ecosystem. That is why integration with existing enterprise applications is a core part of eGain’s product strategy.
In July 2026, Gartner named eGain a Leader in its first-ever Magic Quadrant for Customer Service Knowledge Management Systems, placing eGain highest for Ability to Execute and furthest for Completeness of Vision. Investors should review Gartner’s report and methodology for the full evaluation and required disclaimers.
eGain defines an AI customer as a customer that actively uses one or more eGain AI offerings. The classification is customer-based: AI customer metrics include all qualifying offerings associated with those customers, not just AI products.
AI customer ARR is the total SaaS annual recurring revenue from customers who actively use one or more eGain AI offerings. It includes all of those customers’ SaaS offerings, not just AI offerings. As of June 30, 2026, AI customer ARR was $54.3 million, up 13% year over year and 72% of total SaaS ARR.
AI customer revenue is the total revenue, both SaaS and professional services, from customers who actively use one or more eGain AI offerings. It includes all of those customers’ offerings, not just AI products. AI customer revenue was $55.1 million in fiscal 2026, up 20% year over year.
ARR and revenue measure different things. ARR is a point-in-time measure of recurring SaaS subscription value, annualized. Revenue is recognized over the reporting period, and AI customer revenue also includes professional services. Timing, customer mix, and revenue composition can therefore produce different growth rates.
As of June 30, 2026, AI customers accounted for 72% of total SaaS ARR. In fiscal 2026, they generated $55.1 million, about 60% of eGain’s $91.1 million total revenue. Management’s fiscal 2030 model targets AI customer revenue at about 95% of total revenue.
eGain’s AI customer business is growing while its legacy business declines. In fiscal 2026, AI customer revenue grew 20% and AI customer ARR grew 13%. Total revenue grew 3%, as the managed decline of legacy revenue partially offset AI customer growth.
| Metric | FY2026 | FY2025 | Change |
|---|---|---|---|
| Total revenue | $91.1M | $88.4M | +3% |
| SaaS revenue | $85.3M | $81.9M | +4% |
| AI customer revenue | $55.1M | $45.9M | +20% |
| AI customer ARR | $54.3M | $48.1M | +13% |
eGain was profitable in fiscal 2026 on both a GAAP and non-GAAP basis, with a 15% adjusted EBITDA margin and $21.2 million in operating cash flow.
| Metric | FY2026 | FY2025 |
|---|---|---|
| GAAP net income | $8.9M | $32.3M* |
| Non-GAAP net income | $13.0M | $5.7M |
| Adjusted EBITDA | $13.6M / 15% margin | $8.6M / 10% margin |
| Operating cash flow | $21.2M / 23% margin | $5.3M / 6% margin |
*Fiscal 2025 GAAP net income included an approximately $29.0 million tax benefit related to the release of a majority of eGain’s valuation allowance.
AI customer net revenue retention was 104% in fiscal 2026, down from 120% in fiscal 2025, which included a large expansion deal. Net revenue retention across all customers was 93% in fiscal 2026, down from 105% in fiscal 2025, reflecting the ongoing runoff of legacy customers.
In fiscal 2026, eGain’s new-logo wins increased 27%, and the number of pipeline opportunities valued at $500,000 or more in ARR doubled. These measures indicate sales activity, not contracted revenue, and do not guarantee future bookings or revenue.
For the fiscal year ending June 30, 2027, eGain expects total revenue of $84.5 million to $86.0 million, AI customer revenue growth of 8% to 10%, and an adjusted EBITDA margin of approximately 1% to 2%. Full guidance:
| FY2027 guidance | Range |
|---|---|
| Total revenue | $84.5M – $86.0M |
| AI customer revenue | $59.5M – $60.5M |
| GAAP net loss | ($3.0M) – ($2.0M) |
| Non-GAAP net income | $1.0M – $2.0M |
| Adjusted EBITDA | $0.65M – $1.4M / 1% – 2% margin |
In fiscal 2027, eGain expects AI customer revenue to grow between 8% and 10% with that growth offset by the projected decline of its legacy revenue (i.e., Cisco OEM revenue and Other revenue) by approximately 30%.
| Revenue bridge | FY2026 actual | FY2027 guidance | Change |
|---|---|---|---|
| AI customer revenue | $55.1M | $59.5M – $60.5M | +8% to +10% |
| Legacy revenue | $36.0M | $25.0M – $25.5M | ~30% decline |
| Total revenue | $91.1M | $84.5M – $86.0M | -7% to -6% |
eGain groups its revenue into two categories: AI customers and legacy. Legacy includes Cisco OEM revenue and revenue from direct customers that do not use eGain AI offerings. The legacy business remains profitable and cash-generative but will shrink as a share of eGain as resources shift to AI Knowledge.
eGain’s priority is migrating legacy customers to AI, particularly Conversation Hub customers, where AI knowledge can streamline and deflect digital interactions, cutting service costs while maintaining customer satisfaction. Several legacy customers have already migrated to eGain AI products.
eGain has not specified a fiscal year when total revenue is expected to resume growth. Management’s long-term model assumes AI customers will represent approximately 95% of total revenue by fiscal 2030. It also assumes total revenue will grow about 15% – 20% year over year in fiscal 2030. As the mix shifts, total growth should increasingly reflect the AI customer business, though timing and pace remain subject to execution and market conditions.
Management describes fiscal 2027 as a transition year: eGain is prioritizing investment in the AI Knowledge opportunity while legacy revenue continues to run off.
eGain’s long-term financial model for fiscal 2030 contemplates a business built almost entirely on AI customers. These targets are forward-looking and are not guarantees of future performance.
| Metric | Fiscal 2030 target |
|---|---|
| AI customer ARR | $100M – $120M |
| Total revenue | $110M – $120M |
| AI customer revenue | $105M – $115M |
| AI customer share of total revenue | Approximately 95% |
The model reflects two concurrent trends: continued growth in AI customer ARR and revenue, and a substantial reduction in legacy revenue. It targets AI customer ARR of $100 million to $120 million in fiscal 2030, up from $54.3 million as of June 30, 2026. Management expects eGain to become essentially a pure-play AI customer business by fiscal 2030. Actual results will depend on new-logo wins, customer expansion and retention, partner contributions, competitive dynamics, and the pace of the legacy runoff.
Key metrics for tracking the transition include AI customer ARR, AI customer revenue, AI customer net revenue retention, total SaaS ARR, total revenue, adjusted EBITDA, and operating cash flow. Because eGain is growing AI customers while reducing legacy revenue, it is useful to evaluate both sides of the transition rather than total revenue alone.
eGain ended fiscal 2026 with $73.3 million in cash, cash equivalents, and restricted cash, up from $62.9 million a year earlier, and no debt. Cash grew despite $11.5 million in share repurchases, driven by $21.2 million in operating cash flow.
No. eGain has not declared or paid cash dividends on its common stock. In its fiscal 2026 Form 10-K, eGain stated that it expects to retain available funds to operate the business rather than pay a cash dividend in the foreseeable future.
eGain allocates capital to product development and go-to-market investment, maintaining liquidity, and returning capital through discretionary share repurchases. eGain may also selectively pursue inorganic opportunities that management believes can strengthen its AI Knowledge strategy and deliver long-term value. eGain ended fiscal 2026 with no debt and significant cash relative to its operating scale.
eGain sees customer service and other knowledge-intensive enterprise workflows as a significant opportunity for AI-enabled automation. Management estimates that organizations spend more than $1.5 trillion a year worldwide on customer service and contact-center operations, which represents the cost pool that AI and knowledge automation can help address. This figure is not eGain’s directly addressable software market or a revenue forecast.
eGain’s fiscal 2026 Form 10-K identifies risks including revenue variability; subscription renewal rates; lengthy and unpredictable enterprise sales cycles; dependence on a relatively small number of significant customers; intense competition; execution of sales, marketing, and partner strategies; implementation delays; rapid changes in AI and other technologies; cybersecurity and data-privacy risks; international operations and foreign-currency exposure; and the ability to attract and retain personnel. Investors should review the complete Risk Factors section of eGain’s latest Form 10-K rather than rely on this summary.
eGain does not provide investment advice or characterize its shares as overvalued or undervalued. Investors should evaluate eGain’s financial results, strategy, guidance, risks, and SEC filings and make their own investment decisions or consult their financial advisers.
eGain lists B. Riley Securities, Craig-Hallum, and Roth Capital Partners as covering firms. Analyst ratings, earnings estimates, and price targets are the analysts’ own views and are not endorsed by eGain.
eGain’s investor relations website (www.egain.com/company/investors/) provides earnings releases, SEC filings, annual and quarterly reports, investor presentations, conference information, analyst coverage, and IR contact information. eGain’s SEC filings are also available on the SEC’s EDGAR system.
Certain answers in this FAQ discuss guidance, long-term targets, strategy, market opportunity and other expectations that are forward-looking statements and are subject to risks and uncertainties. Actual results may differ materially. Investors should review eGain’s latest earnings release and SEC filings, including the Risk Factors in its fiscal 2026 Form 10-K, for the company’s complete forward-looking statement disclosures and risk factors. These forward-looking statements are based on current expectations and speak only as of September 3, 2026. We assume no obligation and do not intend to update these forward-looking statements, except as required by law.
