Live Agents
Empower your agents to solve problems, not search for answers
Enable your agents to resolve complex issues 30% faster with intelligent suggestions and instant knowledge retrieval. Full context across video, chat, and voice in one compliant platform.
Intelligent assistance
30% Faster Response Time, Complete Context Preserved
Enterprise scale
450+ Regulated Companies, 99.9% Platform Uptime
Security first
SOC 2 Type II, ISO 27001, Full Audit Trail
the problem
The handoff from the AI Agent to a person is where the customer’s context gets lost.
When the specialist searches across multiple systems, reconstructs the history, and asks the customer to repeat everything, the human handoff loses its value. The problem isn’t the team’s effort. It’s the lack of context exactly when it’s needed.
our solution
A single workspace for complex conversations
In-conversation assistance
Displays approved responses and reply suggestions while the specialist assists the customer.
Omnichannel continuity
Handles web, mobile, WhatsApp, voice, and video with the complete conversation history in a single view.
Specialty-based routing
Routes each request to the right specialist based on their expertise, service hours, availability, and the customer’s need.
Integrated video
Takes a critical conversation to video, with document sharing, screen control, and automatic recording for compliance.
Make the next handoff a continuation, not a restart
Discover how Live connects your channels, support teams, knowledge, and reporting into a single, governed workspace.
Built for measurable outcomes in regulated industries
30%
Less response time, with full context preserved
24 hr
AI assistance activates 24 hours after integration
99.9%
Platform uptime
How your specialists resolve faster with Engageware Live
Assigns each request to the right group or specialist based on skills, availability, and service rules.
Displays previous conversation, cross-channel activity, and customer context before the specialist responds.
Brings knowledge and reply suggestions into the conversation, so your specialists can act without switching tabs.
Moves to video within Live and keeps the record you need for review.
product brief
Escalate to video within Live and keep the record you need for review.
Review channels, routing, AI assistance, video, governance, and reporting.
Capabilities
Preguntas que nos hacen siempre
No. Grow your team of specialists without a per-seat license cap.
Yes. An allowed IP list limits access to approved locations.
The previous conversation, cross-channel activity, customer context, actions already taken, and approved knowledge. The handoff is a continuation, not a restart.
