eGain Corporation (NASDAQ:EGAN) Q4 2019 Earnings Conference Call - Final Transcript

Sep 03, 2019 • 05:00 pm ET


eGain Corporation (NASDAQ:EGAN) Q4 2019 Earnings Conference Call - Final Transcript


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Ashutosh Roy

particularly in our partner ecosystem. So we are ramping our investment in those partner engagement and the channels that we are able to reach, both through product integrations as well as channel enablement. We have several new customer-wins in fiscal 2019. So let me walk you through some notable ones and their experience with eGain. I'll start with the U.S. based path services provider who we helped develop a solution for automated service and sales, for their DIY packs offering in 2019. Using rich capabilities in the eGain platform for virtual assistant, chat and cobrowse, we rolled out in three months a new solution for their website and mobile properties. The solution delivered over 50% automated service resolution rates and improved NPS, in their latest tax season in 2019. Since then, this clients has rolled out two more virtual assistants on the eGain platform, one for enterprise-facing IP and another for human resources, each time improving their compact deflection rates. So much so -- that now the client is standardizing on the eGain platform across its entire business. All this was delivered at scale in less than nine months.

Just to put it in perspective, when they approached us last year, this line had already spent over a year, according to them, working with multiple vendors, one for virtual assistant, one for chat, one for cobrowse and they had very little to show for all that. This difference in client experience is what sets us apart. We are able to easily deliver to scale the kind of connected digital engagement journeys that typically are gathering dust on drawing boards with other providers. We'll keep hammering point capabilities. The next one I'm going to talk about is a new customer we won in partnership with Cisco, they're one of the top apparels in home retailer in the U.S. They have been grappling with multiple point tools again, for chat, for e-mail, for knowledge, and they wanted to kind of sweep all that out and develop an omnichannel capability that would be connected and scalable.

Working with Cisco, we went live with a competitive production replacement off the chat capability in six weeks, which by the way happened to be LivePerson, integrating the clients Cisco contact center capability with [Indecipherable]. Now this client is migrating their customer e-mail handling for the eGain platform. Away from another point tool they had been using. So what you see here is that our capabilities in terms of comprehensive, rich solutions integrated when needed with folks like Cisco and the contact center, help us deliver this sort of easy, valuable and differentiated experience. The third client I want to talk about are the global payment processing provider in the U.S., we acquired them last quarter. This client, when they approached us, was using Salesforce for Contact Center Knowledge Management. But they were struggling with poor user adoption and business value. Once we won the opportunity, we got going and we are now in the month of