Engageware enables end-to-end customer experience execution with voice agents that resolve interactions, automate workflows, and reduce contact centre workload across regulated industries.
Engageware has announced the launch of 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 only answering questions and handing off work, Voice Agents execute interactions across the full customer lifecycle, including scheduling appointments, qualifying and converting inquiries, completing transactions, responding to fraud alerts, and resolving service requests within a governed framework.
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, and is expanding its footprint into the voice channel.
Voice Agents deliver measurable performance, including voice recognition accuracy exceeding 95%, latency below 500 milliseconds, and a 20 percentage point increase in call retention compared to legacy IVR systems.
“Enterprises don’t need another layer of voice automation that creates more work for someone else. They need work to be completed. 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,” said Dan O’Malley, Chief Executive Officer, Engageware.
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One Platform, Every Channel
The phone remains a critical channel in regulated industries, but traditional voice AI often focuses on responses rather than execution.
Engageware’s Voice Agents use conversational AI to understand intent and execute workflows through natural dialogue instead of rigid menu-based systems.
Operating within a governed orchestration layer, Voice Agents give enterprises control over system access, actions, and levels of AI autonomy.
Built for Execution, Not Just Conversation
Voice Agents handle repetitive, rules-based interactions in real time, completing tasks directly within systems of record without requiring handoffs.
Because they operate on the same orchestration layer as Engageware’s digital channels, business rules, knowledge, and governance remain consistent across every interaction.
Each interaction is fully auditable, providing visibility into performance, sentiment, and call quality.
Expansion Across the Americas
Voice Agents are already deployed in production, adding a new channel to existing conversational AI and digital engagement capabilities.
One example is the Voice Scheduling Agent, which integrates with Engageware’s Enterprise Appointment Scheduling solution that has powered 1.5 billion appointments to date.
This enables inbound calls to be converted into confirmed appointments through natural conversation, available 24/7 without manual coordination.
Organisations can capture scheduling demand that would otherwise be lost outside business hours or delayed through manual workflows.
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