eGain
egain.com ↗In their words
“Net retention for all customers was 93% compared to 105% a year ago.”
“Trailing 12-month dollar-based net retention for AI customers was 104% compared to 120% a year ago.”
“LTM dollar-based SaaS net retention for Knowledge customers was 116%, up from 97% a year ago”
NPS disclosures (7)
eGain and Deloitte achieved 37% first-contact resolution improvement and raised Net Promoter Score by 30 points through knowledge optimization.
eGain platform achieved 30-point improvement in Net Promoter Score through eliminating silos and improving knowledge management.
Another client improved customer NPS scores by 20 points and boosted first contact resolution by 23% using our AI and knowledge capabilities in a ten thousand agent customer service operation.
eGain launches eGain Solve for Amazon Connect with reported NPS improvement up to 20 points and agent time to competency improvement of up to 75 percent.
eGain exhibits solution at Call Centre World 2018 that improves NPS, CSAT, first-contact resolution, and other metrics.
As a result, businesses improve their customer satisfaction and NPS scores. · Reduce operating costs through self-service automation and improved agent productivity .
As a result, businesses improve their customer satisfaction and NPS scores. · Reduce operating costs through improved agent productivity and self-service automation .
Retention disclosures (53)
eGain reports that renewal rates have fluctuated and may continue to fluctuate, potentially impacting ability to attract and retain customers.
eGain Communications reported that retention metrics have slipped while legacy revenues are shrinking.
eGain reported AI customer net retention cooled to 104% from 120% in the previous year, with Q4 revenue declining to $22.2 million.
Net revenue retention (all customers): 93% (Q4 2026) — “Net retention for all customers was 93% compared to 105% a year ago.”
Net revenue retention (AI customers): 104% (Q4 2026) — “Trailing 12-month dollar-based net retention for AI customers was 104% compared to 120% a year ago.”
Net revenue retention (Knowledge customers): 116% (Q3 2026) — “LTM dollar-based SaaS net retention for Knowledge customers was 116%, up from 97% a year ago”
Net revenue retention (all customers): 101% (Q2 2026) — “net retention for all customers was 101%, up from 89% a year ago”
Net revenue retention (AI Knowledge customers): 116% (Q2 2026) — “LTM dollar-based SaaS net retention for AI Knowledge customers was 116%, up from 99% a year ago”
Net revenue retention (all customers): 102% (Q1 2026) — “net retention for all customers was 102%. Up from 90% a year ago”
Net revenue retention (Knowledge customers): 104% (Q1 2026) — “LTM dollar-based SaaS net retention for knowledge customers was 104% up from 103% a year ago”
Net revenue retention (all customers): 105% (FY2025) — “net retention for all customers was 105% or 103% in constant currency, up from 88% a year ago”
Net revenue retention (Knowledge customers): 115% (FY2025) — “LTM dollar-based SaaS net retention for knowledge customers was 115% or 112% in constant currency, up from 98% a year ago”
eGain reports 99% net retention rate, highlighting its success in mitigating churn and driving growth.
Net revenue retention (all customers): 88% (Q3 2025) — “net retention for all customers was 88%”
Net revenue retention (Knowledge customers): 97% (Q3 2025) — “LTM dollar-based SaaS net retention for knowledge customers was 97%”
Net revenue retention (all customers): 89% (Q2 2025) — “net retention for all our customers was 89%”
Net revenue retention (AI Knowledge customers): 99% (Q2 2025) — “LTM dollar-based SaaS net retention for our AI knowledge customers was 99%”
Net revenue retention (all customers): 90% (Q1 2025) — “net retention for all customers was 90%, up from 88% at the end of last quarter”
Net revenue retention (Knowledge customers): 103% (Q1 2025) — “LTM dollar-based SaaS net retention for Knowledge customers was 103%, up from 98% at the end of last quarter”
Net revenue retention (total): 103% (LTM Q4 2024) — “total net expansion rate was 103%”
Net revenue retention (knowledge customers): 106% (LTM Q4 2024) — “LTM dollar-based SaaS net expansion rate for knowledge customers was 106%”
Net revenue retention (total): 85% (LTM Q4 2024) — “total net retention was 85%”
Net revenue retention (total): 96% (LTM Q3 2024) — “net retention was 96%”
Net revenue retention (knowledge customers): 97% (LTM Q3 2024) — “LTM dollar-based SaaS net retention for knowledge customers was 97%”
Net revenue retention (total): 105% (LTM Q3 2024) — “total net expansion rate was 105%”
Net revenue retention (knowledge customers): 109% (LTM Q3 2024) — “LTM dollar-based SaaS net expansion rate for knowledge customers was 109%”
Net revenue retention (total): 106% (LTM Q2 2024) — “total net expansion rate was 106%”
Net revenue retention (knowledge customers): 113% (LTM Q2 2024) — “LTM dollar-based SaaS net expansion rate for knowledge customers was 113%”
Net revenue retention (total): 94% (LTM Q2 2024) — “total net retention dropped down to 94%”
Net revenue retention (knowledge customers): 103% (LTM Q2 2024) — “LTM dollar-based SaaS, net retention from knowledge customers was 103%”
Net revenue retention (total): 97% (LTM Q1 2024) — “overall NRR dropping to 97%”
Net revenue retention (EMEA customers): 84% (LTM Q1 2024) — “EMEA customer retention was 84%”
Net revenue retention (North America customers): 103% (LTM Q1 2024) — “LTM dollar-based SaaS retention for North America customers was 103%”
Net revenue retention (North America customers): 106% (LTM Q4 2023) — “LTM dollar-based SaaS net retention for North America customers was 106%”
Net revenue retention (large enterprises (US, $2B+ revenue)): 110% (LTM Q3 2023) — “net retention rates maintaining north of 110%”
Net revenue retention (total): 100% (LTM Q3 2023) — “total NRR dropping to 100%”
Net revenue retention (North America customers): 108% (LTM Q3 2023) — “LTM dollar-based SaaS retention for North America customers was 108%”
Net revenue retention (US base): 110% (LTM Q2 2023) — “retention and expansion within our U.S. base continues to be healthy with NRR just over 110%”
Net revenue retention (total): 105% (LTM Q2 2023) — “total number came in at 105%, as compared to 112% a year ago”
Net revenue retention (US customer base): 110% (LTM Q1 2023) — “retentions and expansions within our U.S. customer base continued to be relatively healthy with NRR closer to 110”
Net revenue retention (total): 103% (LTM Q1 2023) — “LTM dollar-based net retention rate was 103% compared to 113% a year ago”
Net revenue retention (SaaS excluding OEM): 105% (LTM Q4 2022) — “our LTM dollar-based SaaS retention rate was 105% compared to 107% a year ago”
Net revenue retention (SaaS excluding OEM): 109% (LTM Q3 2022) — “Our LTM dollar-based SaaS net retention rates increased to 109% from 105% a year ago”
Net revenue retention (SaaS): 112% (LTM Q2 2022) — “Our LTM dollar-based SaaS net retention rates increased to 112% up from 103% a year ago”
Net revenue retention (SaaS): 112% (LTM Q1 2022) — “Our LTM dollar-based SaaS net retention rates increased to 112% from 102% in the year ago quarter”
Net revenue retention (SaaS): 114% (FY 2020) — “Our SaaS net retention rates for the year was 114%, up from 106% in fiscal 2019”
Net revenue retention (SaaS): 100% (Q2 2020 (trailing 12-month)) — “net retention, which includes up sell, and up lift continue to be above 100%”
Gross revenue retention (SaaS): 90% (Q2 2020 (trailing 12-month)) — “gross retention in the low 90% range”
Retention rate (Legacy): 84% (Q1 2020) — “legacy retention rates come down slightly to the mid-80 range”
Gross revenue retention (SaaS): 93% (Q1 2020) — “gross retention in the mid to low 90% range”
Churn (SaaS): 6% (Q4 2019) — “gross churn basis, it was around -- for the SaaS customers, it was around 6%”
Net revenue retention (SaaS): 100% (FY2019) — “net staff retention rate now exceed 100% for the year”
Retention rate: 91% (Q2 2019) — “our retention rate is now hovering in the low-90s”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.