Everest Group Again Recognizes Engageware as Major Contender in Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment

Recognition Underscores Engageware’s Expanding Global Footprint and Leadership in AI-Driven Engagement for Regulated Industries

Engageware, the most widely used AI-powered customer engagement platform for regulated industries, today announced it has once again been named a Major Contender in the Everest Group Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment 2025. The annual research report evaluates global conversational AI providers on vision, capability, and market impact. Engageware has already powered 1B AI interactions and is trusted by more than 600 organizations worldwide, including 25% of the largest banks, telecoms, and wealth management firms in the Americas.

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For the second consecutive year, Engageware is recognized as a Major Contender in Everest Group's Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment

“Engageware brings an integrated approach to digital engagement by combining conversational design, campaign orchestration, and live-agent support across channels,” said Sharang Sharma, Vice President, Everest Group. “Focusing on customer-first innovation, it delivers seamless omnichannel experiences and smarter automation for customers and employees. With a unified virtual assistant, robust analytics, and flexible integrations, Engageware helps streamline operations, improve service delivery, and scale engagement. Its strengths in rapid iteration, collaborative onboarding, and flexible deployment have solidified its position as a Major Contender in Everest Group’s Conversational AI and AI Agents in CXM Products PEAK Matrix® Assessment 2025.”

Engageware earned recognition for its leadership in regulated industries where secure, compliant, and personalized engagement is critical. The company’s advisory-led approach combines human expertise with AI intelligence to deliver measurable outcomes. The report highlighted Engageware’s collaborative onboarding, rapid iteration based on feedback, and unified orchestration capabilities across channels as key strengths. The Engageware platform – anchored by AI agents, knowledge management, and appointment scheduling – now applies generative AI to advanced end-to-end use cases such as smart invoicing, account servicing, intelligent offer management, document handling, and multi-agent workflow orchestration.

Engageware’s platform, which delivers more than 300M customer interactions annually, uses a next-generation AI architecture that coordinates specialized AI agents under clear business rules and compliance guardrails by combining advanced intent detection with powerful generative capabilities. This ensures it can accurately understand customer questions and steer clear, natural omnichannel conversations end-to-end across any communication channel. Built with privacy at its core, the platform automatically removes sensitive information before processing, so enterprises can confidently deploy AI while maintaining the highest standards of data security and compliance.

“Being recognized by Everest Group for the second consecutive year validates our focus on combining advanced agentic AI capabilities with the governance, trust, security, and scale required by the largest regulated organizations,” said Dan O’Malley, CEO of Engageware. “Our customers consistently realize double-digit cost reductions, sub-second answers at peak scale, and higher CSAT, driven by automation that handles routine transactions end-to-end and orchestrates seamless handoffs to agents when needed.”

As customer expectations rise and enterprises face mounting cost pressures, Engageware is helping these organizations deliver trusted, personalized engagement at scale. Everest Group highlights this industry shift toward AI-powered, intelligent digital agents that resolve issues, complete tasks, and remember customer context. Engageware is at the forefront of this transformation with omnichannel customer engagement across SMS, WhatsApp, voice, and video, with powerful conversational AI capabilities. Engageware enables enterprises to drive conversions, strengthen loyalty, and deliver personalized service through generative AI and intelligent agents.

Visit https://engageware.com/resource/engageware-major-contender-in-conversational-ai-and-ai-agents-2025/ to learn more about Engageware’s inclusion in the Everest Group Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment 2025.

About Engageware

Engageware is a leading provider of AI-powered customer engagement solutions, helping organizations resolve customer needs on the first interaction and build lasting relationships in critical moments. Anchored by three integrated enterprise-grade solution offerings — appointment scheduling, knowledge management, and AI agents — Engageware’s platform combines conversational and generative AI to automate routine inquiries, deliver instant knowledge, streamline scheduling, and seamlessly connect customers with the right human resources when needed. In 2023, Engageware acquired Aivo, a conversational AI pioneer, strengthening Engageware’s digital engagement capabilities and expanding Engageware’s global presence. Trusted by more than 600 enterprise customers across banking, financial services, telecom, retail, healthcare, and education, Engageware orchestrates intelligent customer journeys that reduce friction, improve operational efficiency, and enhance customer satisfaction. Headquartered in Tewksbury, Massachusetts, with operations throughout Latin America, Engageware serves customers worldwide. Engageware is a portfolio company of Clearhaven Partners, a Boston-based private equity firm focused exclusively on investments in software and technology businesses. Visit https://engageware.com to learn more.

Disclaimer

Licensed extracts taken from Everest Group’s PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their positioning. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.

About Everest Group

Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group's PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.

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Everest Group names Engageware a Major Contender in its 2025 Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment