Engageware Recognized as a Major Contender in Everest Group Conversational AI Products PEAK Matrix® 2024

BOSTON--Engageware, a leader in SaaS-based customer engagement solutions trusted by over 700 companies globally, is proud to announce its recognition as a ‘Major Contender’ in the Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024. This independent research report highlights the top conversational AI technology providers in the B2B SaaS space.

“This recognition of our industry leadership is a testament to our continuous investment in innovation and dedication to becoming our clients' most trusted partner, enabling enterprises to enhance customer experiences, operational efficiency, and drive accelerated growth, all while ensuring ease of use.”

“We are thrilled to be featured as a major contender in Everest Group’s PEAK Matrix for Conversational AI,” said Nina Vellayan, CEO of Engageware. “This recognition of our industry leadership is a testament to our continuous investment in innovation and dedication to becoming our clients' most trusted partner, enabling enterprises to enhance customer experiences, operational efficiency, and drive accelerated growth, all while ensuring ease of use.”

“As conversational AI is increasingly becoming mainstream, personalization of interactions, integration between channels, and data security come out as major requirements from the customers. Engageware is driving innovation in these fields, providing advanced data privacy and security features and multi-channel communications, enabling seamless switching of conversations between different channels,” says Sharang Sharma, Vice President at Everest Group.

“Engageware’s platform also boasts features such as a robust AI-driven knowledge management omnichannel scheduling assistant and a strong product roadmap for generative AI adoption and integration. The company’s focus on technological innovation and improved customer experience, coupled with its strategic partnerships, has earned it recognition as a Major Contender in Everest Group’s Conversational AI PEAK Matrix® Assessment for 2024.”

The PEAK Matrix® evaluates Conversational AI products based on market impact—measured by market adoption, portfolio mix, and value delivered—as well as vision and capability, assessed through vision and strategy, implementation and support, technology capabilities, execution and monitoring, and breadth of services.

Among the innovations that have positioned Engageware as a Major Contender in the Conversational AI realm are its omnichannel integrations for customer engagement across WhatsApp, SMS, Voice, and Video. Additionally, Engageware’s innovative use of Generative AI automates customer service and serves as a co-pilot for customer service teams, significantly improving the customer journey driving growth by promoting new products & services, notifying customers of loan opportunities, automating the onboarding of new customers, responding to routing questions, transactions, and boosting employee efficiency to ensure companies can solve their customers' needs at the first interaction.

With a legacy of over 20 years in supporting industries such as financial services, retail, education, tech software, and telecommunications, Engageware has been a pioneer in offering capabilities that enhance operational efficiency and customer satisfaction.

The company’s robust platform is founded on three main pillars: Conversational AI, Knowledge Management, and Appointment Scheduling. Furthermore, Engageware has been a leader in offering advanced AI capabilities and is investing in an innovative roadmap that leverages Generative AI, machine learning, and other disruptive technologies.

You can access the report by visiting the Conversational AI Products PEAK Matrix® Assessment 2024 here. For the latest product updates, visit Engageware's website.

About Engageware

Engageware is the only comprehensive provider of customer engagement solutions, enabling businesses to solve the customers’ needs at the first interaction to drive loyalty and increase satisfaction. Engageware’s end-to-end customer engagement platform is powered by conversational and Generative AI to automate responses to routine questions, provide instant access to knowledge bases, and give organizations a holistic view of the customer journey.

More than 700 organizations rely on Engageware to drive growth with increased sales and conversion, automate customer service, increase employee efficiency, reduce call center workload and improve customer satisfaction. Engageware’s platform allows synchronous channel handoffs and robust data and analytics to inform strategic business decisions that drive growth, efficiency, and stronger customer relationships. Engageware is a portfolio company of Clearhaven Partners.