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Operator
Good afternoon, everyone, and welcome to the eGain Fiscal 2024 Third Quarter Conference Call. All participants will be in a listen-only mode. Should you need assistance, please signal a conference specialist by pressing the star key followed by zero. After today's presentation, there will be an opportunity to ask questions. To ask a question, you may press star and then one on a touch-tone telephone. To withdraw your questions, you may press star and two. Please also note today's event is being recorded. It's time I'd like to turn the floor over to Jim Byers from MKR Investor Relations. Sir, please go ahead.
Jim Byers
Thank you, Operator, and good afternoon, everyone. Welcome to EGAIN's Fiscal 2024 Third Quarter Financial Results Conference Call. On the call today are EGAIN's Chief Executive Officer, Ashu Roy, and Chief Financial Officer, Eric Smith. Before we begin, I would like to remind everyone that during this conference call, management will make certain forward-looking statements which convey management's expectations, beliefs, plans, and objectives regarding future financial and operational performance. Forward-looking statements are generally preceded by words such as believe, plan, intend, expect, anticipate, or similar expressions, and are protected by safe harbor provisions contained in the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to a wide range of risks and uncertainties that could cause actual results to differ in material respects. Information on various factors that could affect EGAIN's results are detailed in the company's reports filed with the Securities and Exchange Commission. EGAIN is making these statements as of today, May 9, 2024, and assumes no obligation to publicly update or revise any of the forward-looking information in this conference call. In addition to GAAP results, we will also discuss certain non-GAAP financial measures such as non-GAAP operating income. The tables included with the earnings press release include reconciliation of the historical non-GAAP financial measures to the most directly comparable GAAP financial measures. eGain's earnings press release can be found by clicking the press release's link on the investor relations page of eGain's website at eGain.com. And along with the earnings release, we'll post an updated investor presentation to the investor relations page of eGains website. And lastly, a phone replay of this conference call will be available for one week. And now with that said, I'd like to turn the call over to eGains CEO, Ashu Roy.
Ashu Roy
Thank you, Jim. And good afternoon, everyone. We saw good momentum in new logo wins and business activity in the quarter, driven by our AI knowledge offering. A McKinsey report from last year talked about the potential of generative AI to revolutionize customer operations function across the economy and talked about improving customer experience and agent productivity using generative AI through digital self-service and enhancing agent skills. And it said that there was a potential to deliver $400 billion in savings annually for businesses who today collectively spend $1.5 trillion a year in customer service. I say this because with our latest AI knowledge offering, which is eGain Assist GPT, we are breaking down the technology barrier that prevented companies from delivering trusted answers for customer service at scale. That barrier was the manual effort in creating and curating knowledge within a hub that could serve as a single source of truth. As companies are looking to significantly reduce customer service costs, our comprehensive solution delivers on the promise of AI, for them to reduce cost of customer service while boosting their customer experience. These are exciting times for us, right? So looking at our business, we signed some new good knowledge customers in Q3. I'll mention a few. First one is the U.S. Mega Bank, so one of the big four. We are starting with them in one of their fast-growing multi-billion dollar divisions. They're looking to contain their costs as they're grappling with customer and agent experience in a rapidly growing service group. Right following that, we have more opportunities with this client in our pipeline, and we are looking forward to becoming the platform for AI knowledge across the bank. It's really exciting for us. A mega bank, something that we have been working with them for a couple of years now. And I'll talk to that opportunity a little more later on. The next one I want to bring out is a Fortune 100 mortgage financing enterprise in the U.S. We're starting out with them by replacing an existing solution for conversational service for one of their business units. Over time, the intent is to enable an enterprise-wide capability that is contextual and compliant, available both to customers and employees. The next one I want to mention is a fast-growing U.S.-based property management company. They see AI knowledge as a core capability to improve customer experience and empower their employees as they are driving growth in a billion-dollar business. And the next one, and the last one I want to mention, is a leading manufacturer of high-end bicycles and related products. They're replacing their current knowledge platform with eCane to deliver trusted answers to customers and agents. Looking at the market, our business activity in this market continues to improve, and it improved in the quarter as well. In fact, over the last nine months of fiscal 24, Our new logo and RFP counts, both of them, grew by 50 percent year-over-year. This reflects the growing interest we are seeing in knowledge management as a foundation for effective AI use in customer service. Now, the mega bank I talked about that we won in the quarter is a case in point. For the past year and a half, They've been running multiple AI initiatives within their business, no surprise. And having run through their exploration and evaluation of AI in their context, they concluded that they needed a knowledge foundation to feed trusted content to their AI tools. In their case, as for most large enterprises, they like our composable architecture so they can plug in their LLMs whenever they are ready for prime time. Most of the new opportunities we are engaging with share this growing awareness of the complementarity of AI and knowledge to deliver trusted answers for customer service. As we all know, customer service is a business function where 80% answer accuracy is not good enough. With a wrong or thoughtless answer delivered by uncontrolled AI tapping directly into uncurated content would easily result in a lawsuit worse yet, sustained brand compromise, a la Air Canada recently. Extending our product leadership in the AI knowledge market for customer service, we rolled out our assist GPT solution in Q3 to help our clients automate knowledge creation and curation. In fact, earlier today on our well-intended marketing webinar, A European client of ours joined us to share their success story and lessons learned as we helped them slash their knowledge build effort by a factor of five and reduced at the same time the answer errors by improving quality by 6x using our solution. Our current market position gives us a unique vantage point in the AI knowledge innovation race. And so we are taking full advantage of it to enrich our products faster and better, to orchestrate AI and experts to automate knowledge management, thereby driving down the cost of customer service with trusted answers. To conclude, we see continued momentum in new logo wins and supporting pipeline activity. And as such, we are... investing in R&D and marketing to capitalize on this disruptive opportunity. At the same time, we're keeping a keen eye on costs and making sure that we're putting all our wood behind this arrow to dominate the AI knowledge market for customer service. With that, I'll ask Eric Schmidt, our Chief Financial Officer, to add more color around the financial operations. Eric?
Eric Schmidt
Thanks, Ashu, and thanks, everyone, for joining us today. Let me provide more details about the financial results for Q3 before discussing our outlook and guidance for Q4 of fiscal 2024. Starting with revenue, total revenue for Q3 was $22.4 million, down 3% year-over-year. Contribution from our Cisco OEM business in the quarter was lower than anticipated due to a timing issue on revenue recognition as Cisco continues to implement its shift from an on-premise model to the cloud. In this quarter, more revenue shifted to rateable recognition than originally anticipated, which caused our revenue to come in below our expectations. When looking at revenue by region, North America accounted for 78% of total revenue this quarter, the same as in the year-ago quarter. Total revenue for North America was $17.4 million, down 2% from last year, whereas in contrast, total revenue from Europe was $5 million, down 4% year-over-year. Looking at non-GAAP gross profits and gross margins, gross profit for the third quarter was $15.8 million for a gross margin of 71% compared to 69% for the prior year quarter. Now turning to operations, non-GAAP operating costs for the third quarter came in at $13.8 million, a 7% improvement from $14.9 million in the year-ago quarter, reflecting the expense controls we have implemented. Looking at the bottom line, non-GAAP net income for Q3 was $2.6 million, or $0.08 per share, up 142% on a dollar basis from non-GAAP net income of $1.1 million, or $0.03 per share, in the year-ago quarter. Adjusted EBITDA margin for the quarter was 10%, up 500 basis points from 5% in the year-ago quarter. Turning to our balance sheet and cash flows, we generated 1.7 million in cash flow from operations for the quarter, or an 8% operating cash flow margin, up from 905,000 in the year-ago quarter. For the first nine months, cash flow from operations was 17.6 million, or an operating cash flow margin of 25%. During the quarter, under our share repurchase program, we repurchased approximately 881,000 shares, or 5.5 million, at an average price of $6.26 per share. Of the 20 million authorized, 5.7 million remained available under the program at the end of the quarter. Our balance sheet remains very strong. Total cash and cash equivalents at the end of the quarter were 83.1 million, up from 81.3 million a year ago. Now turning to our customer metrics, With our continued focus on knowledge, I will share some additional customer metrics for our knowledge customers. LTM dollar-based SaaS net expansion rate for knowledge customers was 109%, while our total net expansion rate was 105%. Our LTM dollar-based SaaS net retention for knowledge customers was 97%. Our net retention was 96%. Looking at total ARR, SAS ARR for knowledge customers increased 4% year-over-year, while total SAS ARR decreased 1% year-over-year. Looking at our remaining performance obligation, total RPO decreased 22% year-over-year to 67.9 million. The decrease was driven by the customer losses we discussed last quarter and the lower number of accounts up for renewal in the quarter. Our short-term RPO was 48.1 million, down 8% year-over-year. Now turning to our financial outlook and guidance, for the fourth quarter, we expect total revenue between 21.1 million to 21.4 million. Turning to the bottom line, for Q4, we expect gap net loss of 300,000 to 900,000, or one cent to three cents per share, which includes stock-based compensation expense of approximately 1.1 million and depreciation and amortization of 100,000. We expect non-GAAP net income of $200,000 to $800,000, or $0.01 to $0.03 per share. For the full fiscal 2024, we now expect total revenue of between $91.5 to $91.8 million. The slight reduction in full-year guidance is to adjust for the accelerated shift in Cisco OEM revenue to a rateable model, where we expect to see less revenue up front and more spread across the term of the contracts. We are increasing our guidance for gap net income to $5.4 million to $6 million, or $0.17 to $0.19 per share per year. We estimate share-based compensation expense of approximately $4.6 million and depreciation and amortization expense of approximately $400,000 for the year. We are also increasing our guidance for non-gap net income for the year to $10 million to $10.6 million, or $0.32 to $0.34 per share. Looking at weighted average shares outstanding, we expect approximately $30.5 million for the fourth quarter and $31.6 million for the full fiscal year. So in summary, we are pleased with the continued good momentum in new customer wins and business activity in the quarter, which continues in PQ4, driven by our AI knowledge offering. We continue to generate significantly improved profitability and strong cash flow from operations while buying back shares of our stock. We continue to invest in knowledge and generative AI capabilities, and with our healthy balance sheets and cash flows, remain well positioned to capitalize on the significant opportunity ahead. This concludes our prepared remarks. Operator, we'll now open the call for questions.
Operator
Ladies and gentlemen, at this time, we'll begin that question and answer session. If you'd like to ask a question, please press star and then one using a touch-tone telephone. To withdraw your questions, you may press star and two. If you are using a speakerphone, we do ask that you please pick up the handset before pressing the numbers to ensure the best sound quality. Once again, that is star and then one to join the question queue. We'll pause momentarily to assemble the roster. Our first question today comes from Richard Baldry from Roth. Please go ahead with your question.
Richard Baldry
Thanks. Can you maybe talk a little bit about any changes you're seeing in sales cycles? faster or shorter. And then a second would be, I think it was last quarter you talked about the six largest companies you had in trials, a couple were Fortune 30s, a few others were north of $10 billion in revenue, but all would be new logos. Can you talk about how the status of those trials is? Do you think it's nearing completion? Have any fallen out? Have any been added of similar large scale? Thanks.
Ashu Roy
Yeah, sure. So a couple of the ones that I mentioned, including the U.S. Megabank and the Fortune 100, that's actually a Fortune 20 company, the mortgage financing company. So, yes, those two did convert. Then we have a couple of the pilots that we're going on that are still tracking to close this quarter. That's good. Interestingly, of those half a dozen that I mentioned, none have fallen off yet, so that's also promising. We say 75% conversion kind of is where we are at this point with our pilots, but what we're seeing is with advanced opportunities, the change we are seeing now is that people are making decisions, even though the sales cycles are much shorter, but they seem to be more predictable. And that is coming across with the RFPs and just the number of RFPs we are seeing with larger organizations. The other thing we are seeing, which is I didn't mention in my prepared remarks, but we are seeing a lot of early conversations which are around when we are prepping for budgeting 425. So we are seeing a lot of that as well now. So I think that's also a good thing for us.
Richard Baldry
And on those larger deals then when they move from being, you know, trialers to live. You talk about, you know, the complexities, how long it would take to get into, you know, sort of a full deployment for revenue recognition purposes. Do they start, you know, with a big bang or will they, you know, sort of grow into scale over time? So we have an idea of how those should play in to the P&L over time. Thanks.
Ashu Roy
Most of them start with an initial deployment. That could be still, you know, our average, I think we have shared this in the past, right? Our average ARR for new logos is in that $200,000 range, right? So that's relatively small for some of these large logos we're talking about. So the initial deployments tend to be in that zip code, maybe a little north of that in some cases, a little south of that in others, but then the opportunity scales from there.
Richard Baldry
Great, thanks.
Operator
Sure. Our next question comes from Daniel Hibschman from Craig Allen. Please go ahead with your question.
Daniel Hibschman
Hey, thanks for taking my question. This is Daniel on for Jeff Van Re. Just on maybe using the U.S. Megabank as an example of some of these upsells that you have coming down the pipe, I understood that to be an upsell, correct me if I'm wrong, an upsell of AssistGPT onto the Megabank having already, you said, been using you for several years. Now, how would that upsell compare, say, as a percentage to what they're already doing with you? Just trying to get a sense for the scale of these wins or maybe just sizing the potential win in terms of, you know, five, six, seven figures, et cetera.
Ashu Roy
Got it. So I think I may have somehow conveyed the wrong impression. The mega bank we're talking about is a net new logo for us. So that's one point. But having said that, I can give you a feel for what we are seeing in terms of expansion and existing accounts, which is, I think, part of your question, right? So what we see is with AssistGPT, there's a lot more excitement to roll out the capability into self-service. So self-service has been an area where there's been Historically, a lot of challenge in getting consumers to use your self-service because it's still very rigid and not very comfortable conversationally. And so we are seeing that with assist GPT, that is something people are driving as well. So to us, that is interesting because in our mind, that effectively doubles the proposition of whatever you think you can do on the agent side, you can roughly do the same on the customer self-service side in terms of business value and therefore revenue to us.
Daniel Hibschman
Thanks for that. Then just on the timing headwind in relation to Cisco, just what was the size of that headwind, or maybe if not exactly size, just, you know, would that have gotten you near, say, the middle or upper bounds of the guide, or just how did that compare?
Eric Schmidt
Again, a good point. It would have got us to the upper end of the bounds, probably at the head of the top end of our range.
Daniel Hibschman
Okay. And then just one house cleaning item for me on the On the COGS and specifically the service gross margins, should we, you know, sort of be thinking of the new levels as sort of a new normal, or how should we be sort of thinking of that developing?
Eric Schmidt
I think this quarter there was some movement where the margins came in certainly lower than where we've seen it. So I think looking forward, we would expect that those margins to sort of service margins to get back into the sort of high single-digit low teens range.
Daniel Hibschman
Okay, thanks. That's it for me. Thanks, guys.
Operator
Once again, if you would like to ask a question, please press star and 1. To remove yourself from the question key, you may press star and 2. And ladies and gentlemen, at this time, I'm showing no additional questions. I'd like to turn the floor back over for any closing remarks.
Eric Schmidt
Thanks, operator, and thanks, everyone, for listening today. I think it's an exciting time for us, so I look forward to updating you with our Q4 results. Thank you.
Operator
And, ladies and gentlemen, with that, we'll conclude today's conference call and presentation. We thank you for joining. You may now disconnect your lines.
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