Engageware

What Engageware does

Engageware is a privately held US-based AI-powered customer engagement platform purpose-built for regulated industries, founded in 2021 through the combination of two customer engagement brands and headquartered in Burlington, Massachusetts with additional offices in Tewksbury, Portsmouth, Boston, and Buenos Aires. The platform serves 600+ enterprise customers across financial services (banks, credit unions, insurers) and telecom in 20+ countries, orchestrating over 1 billion AI interactions annually and 1.5 billion appointments over the platform's lifetime. The company acquired conversational AI vendor Aivo in August 2023 to extend its generative AI and WhatsApp-native capabilities.

The product portfolio is anchored on the Aivo Suite, which combines AgentBot (agentic AI for transaction completion, up to 98% digital resolution), Engage (WhatsApp/SMS campaign orchestration), Live (AI copilots for live agents), Voice Agents (end-to-end AI phone resolution for regulated industries), Studio (low-code workflow orchestration with compliance guardrails and audit trails), and Help (governed self-service). Adjacent lines include Appointment Management (Appointment Scheduling, Scheduler for Salesforce on AppExchange, Lobby Management for in-branch flow) and Knowledge Management (500M queries answered, 71% first-result accuracy). The platform integrates with core banking systems (Jack Henry, FIS, Temenos, Mambu, nCino), major CRMs (Salesforce, Microsoft Dynamics, HubSpot, Zendesk), and certified CCaaS vendors (Genesys, Five9, Talkdesk, NICE, 8x8), and carries SOC 2 Type II, ISO 27001, GDPR, LGPD, HIPAA, PCI DSS, NCUA, and FINRA compliance.

Revenue is generated primarily through SaaS platform licensing with usage-based pricing and multi-year enterprise contracts, supplemented by implementation and professional services and managed content services. The go-to-market combines direct enterprise field sales with a global partner program spanning technology vendors, system integrators (Foundever, HITSS, VASS, Globant), and resellers/BPOs, supplemented by industry events (Money20/20, Mobile World Congress) and a virtual AI in CX Summit. Dan O'Malley was appointed CEO in September 2025, with Rick Lowrey transitioning to Executive Chairman; other executives joined from Numerated (acquired by Moody's), HG Insights, SundaySky, Acxiom, Experian, and Alkami.

Name

Engageware

Legal name

Engageware

Website

https://engageware.com

Company type

Private

Founded year

2021

Operating status

Operating

Headcount range

101–250 employees

Short description

Engageware provides an AI-powered customer engagement platform built for regulated industries, combining agentic AI, appointment scheduling, and knowledge management. It serves 600+ banks, credit unions, and telecom providers across 20+ countries, orchestrating over one billion AI interactions annually.

Ownership category

akta.pro rank

Product category

Customer Engagement Software

NAICS

Software Publishers (5132)

SIC

Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

akta.pro secondary industries

AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), Marketing Automation Platforms & Services (BPAFAFAC)

Keywords

• AI customer engagement
• Conversational AI platform
• Appointment scheduling software
• Enterprise knowledge management
• Regulated industry AI solutions

Headquarters

HQ city

Tewksbury

HQ country

United States

HQ region

North America

Offices5 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Platform Licenses (SaaS): Recurring license revenue from the Engageware platform including Aivo Suite, Appointment Scheduling, Knowledge Management modules. Subscription-based pricing with land-and-expand dynamics - clients add use cases, channels, and transactions over time. Partner margins available for resellers.
2. Implementation and Professional Services: Implementation services including workflow mapping, integration development, and deployment support. Offered through Engageware's implementation team and certified partner ecosystem. System integrators and consultants also deliver implementation services.
3. Managed Services: Managed content services for knowledge management optimization, ongoing platform governance, and support services. Includes customer self-service and employee knowledge management managed services.

Pricing tiers

Go-to-market motion3 records

Distribution channels7 records

Marketing channels8 records

Core offering

Engageware sells an AI-powered customer engagement platform, branded as Aivo Suite, that combines conversational AI agents, live agent assistance, voice AI, digital campaign orchestration, a low-code workflow builder, and self-service help for regulated industries. The company also offers enterprise Appointment Management (scheduling, Salesforce scheduling, and lobby management) and Knowledge Management products, sold primarily as SaaS subscriptions with implementation and managed services.

Product overview

Engageware offers a unified AI-powered customer engagement platform for regulated industries (banking, telecom, insurance) called Aivo Suite, combined with Appointment Management and Knowledge Management product lines. The platform orchestrates over 1 billion AI interactions annually across 600+ enterprises including 25% of top 50 banks in the Americas. The Aivo Suite includes AgentBot (AI Agents for automated resolution), Engage (campaign orchestration), Live (agent chat), Voice Agents (AI voice), Studio (workflow builder), and Help (self-service). Appointment Management covers Appointment Scheduling, Scheduler for Salesforce, and Lobby Management. Knowledge Management provides employee knowledge access with AI search. The products share governance, compliance, and audit trail capabilities across all channels (text, voice, WhatsApp, web, mobile).

Differentiator

Problem solved

Functional benefit

Products and services

• Aivo Suite Core AI customer engagement platform that orchestrates end-to-end customer journeys across digital channels with agentic AI, policy governance, and full audit trails for regulated industries.
• AgentBot
• Engage Proactive campaign orchestration platform for WhatsApp and SMS that converts broadcasts into two-way conversations routed to AI Agents or Live specialists, with reported 98% open rates and 4.95% conversion rates.
• Live AI-powered live agent chat platform enabling specialists to resolve complex issues faster with intelligent suggestions and instant knowledge retrieval across web chat, mobile, WhatsApp, voice, and video from a unified workspace.
• Voice Agents AI voice agents for regulated industries that understand spoken intent, connect to live systems, and complete transactions mid-conversation while staying within compliance guardrails.
• Studio Low-code workflow and integration builder that connects core systems, CRMs, and contact centers with pre-built workflows, compliance guardrails, and complete audit trails; deploys workflows up to 60% faster than custom integration.
• Help Self-service and AI-powered support that deflects routine questions with consistent, governed answers from approved content, with reported 71% first-result accuracy.
• Appointment Scheduling Enterprise-grade scheduling with 1.5 billion appointments scheduled, real-time availability, skill-based routing, multi-channel scheduling (web, mobile, branch, contact center, QR, SMS, Google), and automated reminders; reports 30-300% appointment growth.
• Scheduler for Salesforce Native Salesforce appointment scheduling app for regulated firms managing 1,000+ advisors, delivering advanced routing, multi-participant logic, and CRM-integrated scheduling inside Salesforce Lightning; listed on the Salesforce AppExchange.
• Lobby Management Intelligent in-branch flow management that converts 95% of customer visits into consultations, reduces wait times by 52%, and optimizes branch staffing with real-time lobby management and peer benchmarking.
• Knowledge Management AI-powered knowledge management for frontline teams that delivers instant, governed answers from approved content with source citations and version control; reports 75% faster speed to answer and 500 million queries answered.
• Workflows Pre-built AI orchestration flows library covering 70 proven use cases across financial services and telecommunications, including account management, card services, loan services, fraud alerts, billing, and technical support, with reported 85-90% typical resolution rates.
• Conversational AI on WhatsApp WhatsApp Business integration providing 24/7 customer support on WhatsApp, handling user-initiated and company-initiated conversations with reported 95% solved queries across 1 million automated conversations.

Quantifiable outcome

• Up to 98% digital resolution rate for high-volume customer interactions
• +9 more outcomes

Named customers18 records

Segments4 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration40 records

AI capability15 records

Feature10 records

Scale indicators21 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• Five9: Cloud CCaaS vendor with growing GenAI and workflow automation layers (Five9 Genius AI) that sells into the same mid-market and enterprise buyers considering Engageware for conversational and voice automation in regulated verticals.
• Zendesk: Customer service and engagement platform with AI agents and workflow automation (Zendesk AI), explicitly integrated by Engageware but also a competitor at the helpdesk and conversational AI tier for mid-market and enterprise customers.
• LivePerson: Pioneer enterprise conversational AI platform with voice, messaging, and bot capabilities targeting large banks, insurers, and telcos — the same verticals as Engageware and a direct competitor on AI Agents and omnichannel engagement.
• Genesys: A leading CCaaS and customer experience orchestration platform that has added conversational and agentic AI (Genesys Cloud AI) for enterprise service workflows — directly comparable to Engageware's omnichannel orchestration, voice, and Live agent assist capabilities. Engageware's Studio offers SIP transfer integration with Genesys, underscoring the overlap in customer base.
• NICE: Enterprise CCaaS and CX AI vendor (NICE CXone, Enlighten AI) competing for the same regulated-industry contact-center and agent-assist budget that Engageware targets, with particular overlap in financial services deployments.

Emerging players

• Ada: AI-native customer service automation platform focused on resolving complex inquiries end-to-end with agentic AI — a comparable pure-play challenger in the regulated-enterprise conversational AI category where Engageware competes.
• Kore.ai: Enterprise conversational and agentic AI platform with deep banking, insurance, and healthcare deployments — overlapping with Engageware in regulated-vertical customer experience automation.
• Yellow.ai: Enterprise agentic AI platform for customer support with omnichannel voice, chat, and WhatsApp capabilities comparable to Engageware's Aivo Suite, with particular strength in Asia-Pacific enterprise deployments.

Broad incumbents

• Salesforce (Service Cloud / Agentforce): Dominant CRM platform whose Service Cloud, Einstein, and Agentforce bundle comparable conversational AI, agent assist, and workflow automation. Engageware's Scheduler for Salesforce is natively embedded, indicating deep overlap at the customer but a competitive threat at the platform layer.
• Microsoft (Dynamics 365 Customer Service / Copilot): Microsoft's Dynamics 365 Customer Service and Copilot stack compete for the same enterprise IT budget, with Teams and Microsoft 365 ecosystem leverage that Engageware integrates with but cannot replicate.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/engageware
• LinkedInlinkedin.com/company/engageware

Compliance8 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles9 records

Subsidiaries1 record

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Engageware