Engageware, the most used AI-powered customer engagement platform for regulated industries, today launched Voice Agents, a new capability that brings its AI orchestration platform into the phone channel to complete high-volume customer interactions end-to-end. Instead of just answering questions and handing off the work, Voice Agents execute it across the full customer lifecycle from sales and acquisition through service and retention: scheduling appointments, qualifying and converting inbound inquiries, completing transactions, responding to fraud alerts, and resolving service requests, all within the same governed framework Engageware has deployed across digital channels.
Engageware is trusted by more than 600 global enterprises, including 25% of the top banks in the Americas and 20% of the top telecom providers. Voice Agents extend that footprint into the voice channel with measurable results: voice recognition accuracy exceeding 95%, latency below 500 milliseconds, and a 20 percentage point increase in call retention compared to legacy IVR systems, enabling enterprises to resolve more interactions without live agent involvement and reduce contact center workload.
“Enterprises don’t need another layer of voice automation that creates more work for someone else. They need work to be completed,” said Dan O’Malley, CEO of Engageware. “We built Voice Agents to finish the job, not to repeat the mistakes of legacy IVR and early voice bots. They execute inside core platforms, scheduling engines, and CRMs with full auditability, and enterprises control how much autonomy the AI has. When it resolves on the first call, everything downstream improves: better customer experiences, fewer repeat calls, less agent workload, and lower cost per interaction.”
One Platform, Every Channel
The phone remains the most trusted channel for customers in regulated industries, yet most voice AI still just responds. It answers questions, routes calls, or deflects volume, then pushes the real work downstream, creating more steps, more handoffs, and more cost. Engageware is built on a different model: AI that acts, not just answers. Unlike legacy IVR systems or earlier voice bots, Voice Agents use conversational AI to understand intent and execute workflows through natural dialogue, not rigid menu trees. Voice Agents operate within Engageware’s governed orchestration layer, giving enterprises full control over which systems the AI accesses, which actions it takes, and how much autonomy it has. Organizations can adopt voice AI at the pace that fits their risk tolerance.
Built for Execution, Not Just Conversation
Voice Agents execute the repetitive, rules-driven interactions that consume the most time in contact centers, completing them inside systems of record through natural conversation, in real time, with no handoff. Because Voice Agents run on the same orchestration layer as Engageware’s digital channels, the same business rules, knowledge, and governance apply across every channel. Every interaction is fully auditable, providing real-time visibility into performance, customer sentiment, and call quality.
Proven in Production, Expanding Across the Americas
Voice Agents are already in production, adding a new channel to the platform enterprises already rely on for conversational AI and digital customer engagement. One of the purpose-built Agents, the Voice Scheduling Agent, is deeply integrated with Engageware’s industry-leading Enterprise Appointment Scheduling solution, which has powered 1.5 billion appointments to date. It extends Engageware’s online scheduling capability into the phone channel, using the same availability rules, business logic, and scheduling infrastructure organizations have already configured. Inbound calls become confirmed appointments through natural conversation, 24/7, with no manual coordination. Organizations can now capture scheduling demand over the phone that would otherwise be lost after hours or require slower human workflows.
To learn more about Engageware’s customer engagement platform, including the new Voice Agents announced today, visit https://engageware.com.
About Engageware
Engageware is the most used AI-powered customer engagement platform for regulated industries. Trusted by more than 600 global enterprises – including 25% of the top 50 banks in the Americas and 20% of the top telecom providers – Engageware helps organizations modernize service and sales with governed conversational and generative AI that improves conversion, reduces contact center load, and strengthens customer trust across digital and human-assisted journeys. Engageware’s platform unifies AI customer agents, appointment scheduling, and knowledge management to seamlessly connect customers to the right answers and experts, and employees to the right guidance to help reduce costs, grow revenue, and manage risk at scale. Headquartered in the technology district outside of Boston, Massachusetts with operations throughout Latin America, 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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260428852601/en/
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