What SilverCloud does

SilverCloud provides AI-powered customer engagement and knowledge management software for regulated industries, operating primarily through its Engageware platform (branded as the Aivo Suite). The company is headquartered in the United States (New Hampshire per firmographic records) and was founded in 2005 as a private, for-profit enterprise. The platform unifies three functional pillars into a single governed system: AI customer agents (AgentBot for conversational AI, Live for agent assistance, Voice for voice-based service, Help for self-service, and Engage for digital campaign orchestration), enterprise-grade Appointment Scheduling (including a native Scheduler for Salesforce product and Lobby Management for in-person flow), and a compliance-ready Knowledge Management module for frontline staff. Underlying capabilities include agentic AI that resolves issues, executes transactions, and schedules appointments under policy guardrails, with human-in-the-loop escalation, audit trails, and version control. The product surface is complemented by Studio, a low-code workflow and integration builder, plus a Workflows library of pre-built orchestration flows and an Integrations catalog linking the platform to Salesforce, Five9, Genesys, Microsoft 365, Zendesk, and Freshworks.

The company serves two primary verticals: financial services (banks and financial institutions) and telecommunications. Disclosed market penetration includes 25 of the top 50 banks in the Americas and 20 of the top 20 telecom providers, with named enterprise customers including Movistar, BancoComafi, and Regions Bank. The go-to-market is enterprise field sales — a consultation-driven motion with 'Talk to an expert' CTAs and white-glove implementation, organized around a three-step delivery process (journey mapping, workflow design, launch and scale). Revenue is generated through quote-based platform subscriptions with implementation and professional services; pricing is not publicly disclosed. Operational scale is significant: over 1 billion AI interactions orchestrated, 1.5 billion appointments scheduled, 500 million questions answered, and roughly 300 million customer interactions per year, with reported customer outcomes of 30–300% appointment growth, 98% digital resolution, and 30% cost reduction in the Movistar deployment. Geographic reach spans the Americas (USA, Brazil, Mexico) with a global footprint claim.

Name

SilverCloud

Legal name

Engageware

Website

https://silvercloudinc.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

11–50 employees

Short description

SilverCloud (operating as Engageware) provides AI-powered customer engagement, appointment scheduling, and knowledge management software for regulated enterprises in financial services and telecom, including top Americas banks and major carriers.

Ownership category

akta.pro rank

Product category

Customer Engagement Software

NAICS

Software Publishers (51321)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)

akta.pro secondary industries

Agents & Autonomous Workflows (Tool Use, Planning, Multi-Agent) (HDAAACAF), AI Application Enablement Platforms (Copilot/Agent Frameworks, SDKs) (HDAEANAJ), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI)

Keywords

• Conversational AI platform
• Customer engagement software
• Enterprise appointment scheduling
• AI knowledge management
• Regulated industry AI agents

Headquarters

HQ city

New Hampshire

HQ country

United States

HQ region

North America

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Platform Subscription: Subscription-based access to the Engageware AI-powered customer engagement platform including Aivo Suite, Appointment Scheduling, and Knowledge Management modules. Revenue generated through recurring licensing fees with implementation and professional services.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels7 records

Core offering

SilverCloud, through its Engageware brand, sells a unified AI-powered customer engagement SaaS platform (the Aivo Suite) targeted at regulated industries such as financial services and telecommunications. The offering combines agentic AI agents, enterprise-grade appointment scheduling, and AI-driven knowledge management, delivered as subscription licensing with implementation and professional services. The platform serves compliance-heavy enterprises needing governed conversational AI, scheduling, and frontline knowledge access.

Product overview

Engageware (formerly Aivo) offers a unified platform-plus-modules architecture called the Aivo Suite for AI-powered customer engagement in regulated industries. The platform consists of three core pillars: AI customer agents (AgentBot, Engage, Live, Voice, Studio, Help), appointment management (Appointment Scheduling, Scheduler for Salesforce, Lobby Management), and knowledge management (Knowledge Management). Additional modules include Workflows (pre-built AI orchestration flows) and Integrations (connecting to CRM, CCaaS, and enterprise systems). The platform orchestrates over 1 billion AI interactions, 1.5 billion appointments, and answers 500 million questions, serving 25% of top 50 banks and 20 of top 20 telecom providers in the Americas.

Differentiator

Problem solved

Functional benefit

Brands

• Aivo Suite: Governed AI platform across agents and workflows for customer engagement in regulated industries
• AgentBot
• Engage
• Live
• Voice
• Studio
• Help
• Appointment Scheduling
• Scheduler for Salesforce
• Lobby Management
• Knowledge Management

Products and services

• Aivo Suite Unified AI-powered customer engagement platform providing agentic AI agents, scheduling, and knowledge management for regulated industries, including financial services and telecom enterprises.
• AgentBot Conversational AI chatbot for customer engagement across channels including WhatsApp, providing automated customer conversations with policy guardrails and audit trails for regulated industries.
• Engage Digital campaign orchestration platform enabling coordinated customer engagement campaigns across multiple channels for enterprise marketing and CX teams.
• Live AI copilot for live agent assistance, helping human agents during real-time customer interactions with contextual guidance and knowledge retrieval in regulated environments.
• Voice AI voice agents designed for regulated industries, providing voice-based customer service with compliance-ready governance and audit capabilities for financial services and telecom.
• Studio Low-code workflow and integration builder enabling organizations to design reusable human and AI workflows, integrate systems, and define policy guardrails, routing, and handoffs.
• Help Self-service and AI-powered support solution providing customers with automated assistance and knowledge retrieval capabilities for regulated industries.
• Appointment Scheduling Enterprise-grade scheduling solution that converts customer intent into booked meetings, with CRM-integrated, skill-based, compliant routing and real-time availability for regulated industries.
• Knowledge Management AI-powered knowledge access system for frontline staff, delivering instant compliant answers with 71% first-result accuracy, governance, approvals, reviews, and audit trails for regulated industries.

Quantifiable outcome

• 30-300% appointment growth for customers
• +4 more outcomes

Named customers3 records

Segments2 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability9 records

Feature6 records

Partnerships

Six partnerships are on record, tiered core.

• SalesforcecoreTechnology or IntegrationNative integration partner providing appointment scheduling inside Salesforce (Scheduler for Salesforce product) with CRM-integrated, skill-based routing capabilities.
• Five9coreTechnology or IntegrationIntegration partner for contact center automation combining Engageware AI capabilities with Five9 CCaaS platform for enhanced customer engagement.
• GenesyscoreTechnology or IntegrationIntegration partner connecting Engageware AI engagement capabilities with Genesys cloud contact center platform for orchestrated customer journeys.
• Microsoft 365coreTechnology or IntegrationIntegration with Microsoft ecosystem enabling AI agents and knowledge management capabilities within Microsoft 365 enterprise environments.
• ZendeskcoreTechnology or IntegrationIntegration partner for customer service and support automation combining Engageware AI with Zendesk service platform capabilities.
• FreshworkscoreTechnology or IntegrationIntegration partner connecting Engageware AI customer engagement with Freshworks customer engagement suite for enhanced service delivery.

Scale indicators10 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Five9: CCaaS provider offering AI-powered virtual agents and workflow automation; competes for the same regulated enterprise CX budget and is an Engageware integration partner.
• Zendesk: Customer service and support platform with AI agents and workforce engagement; addresses overlapping use cases in customer engagement and is a listed Engageware integration partner.
• LivePerson: Conversational AI and messaging platform for enterprise customer engagement, with comparable focus on banking and telecom verticals.
• Genesys: Cloud contact center and CX orchestration platform with native AI agents and copilots; directly comparable to Engageware in serving regulated enterprise customers and is also a core integration partner.

Emerging players

• Ada: AI-native customer service automation platform used by large digital-first enterprises; competing for the same agentic-AI-for-customer-service wallet share.
• Cognigy: Enterprise conversational and agentic AI platform with strong focus on contact center automation; competes for similar regulated-enterprise agentic AI deals.
• Kore.ai: Enterprise conversational AI and agent platform with a regulated-vertical and banking focus; overlapping use cases in agentic customer engagement and knowledge management.

Broad incumbents

• Nice Ltd: Large incumbent in enterprise CX, contact center, and financial-services compliance analytics; broader portfolio but directly competes for regulated-industry customer engagement spend.
• Salesforce (Service Cloud / Agentforce): CRM and service-cloud giant now bundling agentic AI via Agentforce; competes head-on in regulated enterprise CX and is simultaneously a key integration partner via Scheduler for Salesforce.
• Verint: Enterprise CX automation and AI-driven workforce engagement vendor; overlaps with Engageware's AI agent and knowledge management capabilities for large enterprise buyers.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/silvercloudinc
• Facebookfacebook.com/silvercloudinc

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

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

M&A

Investments

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

Frequently asked questions about SilverCloud