Engageware Recognized as a Major Contender in Everest Group Conversational AI Products PEAK Matrix® 2024
23 Julio 2024 - 9:00AM
Business Wire
Recognized for Market Adoption, Client Value, and Product Vision
& Capability, Engageware Earns Major Contender Position
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.
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Engageware named a Major Contender in
Everest Group Conversational AI Products PEAK Matrix® Assessment
2024 (Graphic: Business Wire)
“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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240723015567/en/
Lucia Fallavena, Senior content manager of Engageware
lfallavena@engageware.com