eGain (EGAN) Investor presentation summary

Market opportunity and platform positioning

• AI-driven customer operations represent a $1.5T+ annual global spend, with contact centers as a prime target for transformation.

• Trusted, governed knowledge is essential for reliable AI outcomes and enterprise adoption.

• Only 4% of enterprises have high knowledge maturity, indicating significant market potential for AI-ready solutions.

• The platform serves as a single source of truth, integrating expert and AI-generated knowledge for consistent customer and agent experiences.

• Major global brands across financial services, healthcare, retail, telecom, and government rely on the platform.

Product and customer impact

• The AI Knowledge Platform is recognized as a category leader for complex, compliance-driven enterprises.

• Net dollar retention rate for AI Knowledge is 116%, reflecting strong customer satisfaction and product fit.

• New logo acquisition is accelerating, especially in financial services, insurance, and large contact centers.

• Customers report improved EBITDA, CSAT, and automation outcomes, with the platform forming a core part of their AI architecture.

• Industry accolades include leadership in Gartner's Gen AI Apps MQ and multiple awards for innovation.

Financial performance and growth

• AI Knowledge ARR grew 26% year-over-year, now representing 64% of total SaaS ARR.

• Total SaaS ARR reached $74.7M in Q326, up 7% from the prior year, excluding sunsetted products.

• LTM revenue was $92.2M with 7% SaaS revenue growth and 5% total revenue growth.

• Gross margins remain strong at ~75% overall and ~80% for SaaS.

• Adjusted EBITDA margin expanded to 17%, with operating cash flow margin at 16% in Q326.