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1 egain Customer Engagement Hubs for a Multichannel World January 15, 2013 egain Corporation. All Rights Reserved.

2 Forward Looking Statements All statements in this presentation that involve egain's beliefs and expectations including but not limited to our future growth of our business, our growth strategy, market trends, product attributes and benefits to customers, plans to invest in our business and expectations regarding the market acceptance of our products, are forward looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of These forward looking statements are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this presentation. These risks include, but are not limited to, the uncertainty of demand for egain products, our guidance regarding bookings and revenue and mix of new license and cloud contracts; our expectations related to our operations; our ability to invest resources to improve our products and continue to innovate; our partnerships; our future markets; and other risks detailed from time to time in egain s filings with the Securities and Exchange Commission, including egain s annual report on Form 10 K filedon September25,,and egain squarterlyreportsonform10 Q. The forward looking statements in the presentation are made as of January 15, 2013 and egain assumes no obligation to update these forward looking statements. Slide 2

3 Who is egain? Slide 3

4 EGAIN OVERVIEW Background Founded in 1997 Public in September 1999 (NASDAQ: EGAN) Headquarters: Sunnyvale, CA Markets CRM: Customer Service and Support CRM: Sales Solutions egain Customer Engagement Hub egain Interactive Sales Suite egain Service Suite Customers Global, diversified customer base of ~250 direct customers 200+ OEM customers Employees ~500 employees world wide Slide 4

5 Why should you care? Slide 5

6 WORLD is going MULTICHANNEL 51% 1. Research online 2. Then buy in store 32% 40% 46% 1. Research online 2. Then visit store 3. Finally buy online Source: Google research study () Slide 6

7 WE HELP DESIGN AND DELIVER SMART, CONNECTED JOURNEYS Look egain up Self FAQ Service Laura Andrews Age: 35 Busy Mom Look up blog posts by other moms egain Buy online Cobrowse Like the egain company s Social for Facebook Facebook Page Video Chat egain about SuperChat claims Angie s BigDeal is great for insurance! Slide 7

8 ADRESSING THIS FUNDAMENTAL SHIFT DRIVES A GROWING, MULTI-BILLION DOLLAR OPPORTUNITY E Commerce Ecosystem CRM Market Forecast SALES $ $12.9 $3.1 $5.5 $14.1 $3.4 $6.0 $15.4 $3.8 $6.6 $16.9 $4.2 $7.2 $18.4 $4.7 $ CAGR 9.3% 11.0% 9.4% 5 $4.3 $4.6 $5.0 $5.4 $ % Customer Service and Support Sales Marketing Automation egain sits within the $13 billion CRM market at the nexus of high value customer engagements Slide 8

9 AND EGAIN S CUSTOMER ENGAGEMENT HUB IS THE MOST COMPLETE OFFERING BUILT FROM THE GROUND UP Gartner Pace Layer Architecture Innovation Innovation Layer Layer Differentiation Differentiation Layer Layer System of System of Record Record Layer Layer CRM/ERP Content Management CTI ecommerce System Slide 9

10 GARTNER WEB CUSTOMER SERVICE MQ LEADER FOUR YEARS IN A ROW Most visionary in 2010 and 2011 Slide 10

11 WHY WE WIN egain is the only pure play Web Customer Service vendor with material scale and market leading technology Competitors egain Advantages LARGE Large Cap CRM Vendors Individual applications offered by large cap CRM vendors lack depth of functionality Sales and service solutions are poorly integrated Contact Center Specialists SCALE Contact center vendors check the boxes for multichannel customer interaction capabilities, but functionality is very weak outside of voicebased channels NICHE Niche Vendors egain plays the platform card against niche players egain s solutions provide a strategic framework to implement customer experience transformation Lower TCO and faster time to value (low integration cost/effort) combined with global reach and service capability appeal to large, multi regional enterprises Slide 11

12 TELCO SUCCESS multichannel, multilingual service platform Business objectives Provide customers choice of interaction channels Reduce cost of serve and share best practices through a shared platform across operating companies Accelerate customer experience innovation with an innovative global partner Solutions deployed Web, Mobile, Social Chatbot Guided Help Self Service Widgets Facebook Contact Center Mail Chat Knowledge egain powers Vodafone Group s Ask Online Platform Self service deflection up by 28% First Contact Resolution up by 12% Deployed across eight Vodafone operating companies Slide 12

13 INSURANCE SUCCESS co-innovation with industry customer service leader Business objectives Effectively handle member inquiries originating from the USAA website (constitutes more than 50% of all inquiries into USAA) Improve online sales and onboarding experience Scalable, agile, robust, and innovative platform Solution deployed Chat Click to call Cobrowse Groups enabled Bank New member solutions Financial advice solutions Property & Casualty egain enriches USAA s next gen customer acquisition and onboarding processes 200% improvement in online form completion 25% conversion to 75% 7,000 associates enabled with interactive sales capability Slide 13

14 RETAIL SUCCESS replaced multiple point tools with egain platform Business objectives Provide consistent answers across all channels web, phone, , chat Suggest products and services in pre sales phase Increase customer satisfaction without increasing staff Both reactive and proactive chat Multilingual requirement Solutions deployed Web Self Service Contact Center KnowledgeAgent Mail Canon presented solution success at Gartner 360 conference With egain and its underlying Customer Interaction Hub platform, our customer service will be consistent, effective, and efficient across all touch points. Moreover, we can plug in new communication media as customer preferences evolve. Joseph Warren, VP/GM, Customer Support Operations, Canon USA Slide 14

15 GROWTH STRATEGY Expand direct sales Expand in existing accounts Establish new distribution partners Push into mid market Product innovation Slide 15

16 Are we a good investment? Slide 16

17 FISCAL SECOND QUARTER SELECTED PRELIMINARY FINANCIAL RESULTS Total revenue expected to exceed $14.5 million, up 33% sequentially and 35% year-over-year. Cloud revenue expected to exceed $4.3 million, up 15% sequentially and 65% year-over-year. Total deferred revenue of approx. $40.0 million, up 21% sequentially and 110% year-over-year. Cash equivalents and restricted cash of approx. $19.9 million, up from $11.4 million at September 30,. Increasing guidance for growth in annual cloud revenue for fiscal 2013 from 40% to at least 50%. Slide 17

18 STARTING IN FY2011 INCREASING INVESTMENT IN SALES & MARKETING ($ in millions) Historical Quarterly Sales & Marketing Expense $6.0 $6.2 $5.0 $4.3 $4.0 $2.9 $3.2 Q Q Q Q1 Q2 Q3 Q4 Slide 18

19 CONTRIBUTING TO STRONG BOOKINGS GROWTH ($ in millions) Historical Quarterly Gross Bookings 24% 27% 36% 77% 63% $22.9 (34%) $19.6 $14.1 $12.6 $14.9 $8.4 Q1 Q2 Q3 Gross Bookings Q4 YoY Growth Q Q2 2013E Slide 19

20 WITH MIGRATION TO CLOUD New Cloud & License Bookings Mix 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% FY2011A FYA 1st HALF 2013 Cloud License Slide 20

21 RESULTING IN A GROWING BACKLOG ($ in millions) Historical Deferred and Unbilled Deferred Revenue 44% 51% 62% 108% 109% $40.0 $28.8 $33.0 $19.2 $20.3 Q2 Q3 Q4 Q Q2 2013E Deferred and Unbilled Deferred Revenue YoY Growth Slide 21

22 ACCELERATING REVENUE GROWTH IN FY13 ($ in millions) Quarterly Total Revenue and Growth (a) Quarterly Cloud Revenue and Growth 14% 29% (16%) 3% 34% $ % 42% 68% $4.3 $10.8 $11.5 $10.6 $10.7 4% 12% $3.3 $3.7 $2.6 $2.8 Q2 Q3 Q4 Q Q2 2013E Q2 Q3 Q4 Q Q2 2013E Total Revenue YoY Growth Recurring Revenue YoY Growth Slide 22

23 WITH HEALTHY RENEWAL RATES key to our success egain Renewal Rates ($) SaaS Industry Renewal Rates Median: 83% 87% 90% 91% 92% 100%+ 92% 83% 83% 83% 80% 74% FY2009A FY2010A FY2011A FYA MKTG LPSN VOCS N CRM LOGM CTCT Source: Company filings and Wall Street research Slide 23

24 PROVEN AND SCALABLE GLOBAL OPERATING MODEL sustained comparative advantage egain has developed and refined a function specific global operating model over a decade COGS / HEAD R&D / HEAD S&M / HEAD G&A / HEAD $86k $170k $207k $156k $261k $125k $259k $56k egain Comparables egain Comparables egain Comparables egain Comparables HEADCOUNT BY LOCATION NORTH AMERICA Hosting & Support 13 Professional Services 28 R&D 22 S&M 50 G&A 19 EMEA 51% of services & support, 40% of professional services, 80% of R&D, 27% of S&M and 41% of G&A headcount are located in India as of Jun Hosting & Support 15 Professional Services 32 R&D 0 S&M 49 ASIA-PACIFIC G&A 8 Hosting & Support 18 Professional Services 40 R&D 87 S&M 37 G&A 19 Source: Company filings Note: egain headcount and financials are LTM as of 6/30/12. CRM comparables include CRM, JIVE, ET, BV, LPSN, DWRE, CTCT, MKTG and VOCS. Comparables headcount and financials are as of last fiscal year. Financials are GAAP Slide 24

25 MARGIN POTENTIAL FIRMLY ESTABLISHED ($ in millions) Recurring Revenue Gross Profit and Margin 77% 77% 77% 81% 82% $5.8 $6.2 $4.4 $4.4 $4.8 Q2 Q3 Q4 Q Q2 2013E Gross Profit Gross Margin egain Communications Corp. All rights reserved. Slide 25

26 FISCAL SECOND QUARTER SELECTED PRELIMINARY FINANCIAL RESULTS Total revenue expected to exceed $14.5 million, up 33% sequentially and 35% year-over-year. Cloud revenue expected to exceed $4.3 million, up 15% sequentially and 65% year-over-year. Total deferred revenue of approx. $40.0 million, up 21% sequentially and 110% year-over-year. Cash equivalents and restricted cash of approx. $19.9 million, up from $11.4 million at September 30,. Increasing guidance for growth in annual cloud revenue for fiscal 2013 from 40% to at least 50%. Slide 26

27 Questions? Eric Smit C.F.O Charles Messman MKR Group Slide 27

28 egain All Rights Reserved.

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