CEO Dan O’Malley to Join NetUno Chairperson and IDC Vice President for Executive Discussion on Scaling Agentic AI Across Service, Sales, and Field Operations

Engageware, the most used AI-powered customer engagement platform for regulated industries, today announced it will showcase at Mobile World Congress 2026 how telecom providers can scale agentic AI into production with the governance, auditability, and operational controls required in high-volume, compliance-ready environments.

“Telecom providers don’t struggle with AI ambition, they struggle with orchestration and governance,” said Dan O’Malley, CEO of Engageware. “At Mobile World Congress, we’ll share a practical deployment playbook that helps operators confidently move from prototype to production, so AI agents can operate across touchpoints while maintaining the compliance, auditability, and control telecom environments require.”

Trusted by more than 600 global enterprises, including 20% of the top 20 telecom providers in the Americas, Engageware will present a deployment framework designed for scaling automation across digital and human-assisted journeys while protecting trust, brand integrity, and compliance.

Engageware (Stand 7F35, Hall 7) to Showcase AI Deployment Playbook and Telecom Use Cases

Engageware will showcase its AI deployment playbook alongside live demonstrations of telecom-ready journeys, including:

• Billing and usage support (explanations, disputes, promotions, bundles)
• Plans, upgrades, and add-ons (guided discovery, eligibility-aware flows)
• Retail store appointments, installations, and field service scheduling
• Sales qualification and lead capture (handoff-ready journeys)
• Agent assist and governed knowledge access
• Regulated communications and compliance controls

Executive Session to Help Telecom Leaders Move AI from Pilot to Production

“From Prototype to Profit: Executive Lessons on Scaling Agentic AI in CX” will be hosted live for Mobile World Congress attendees at 4:05pm on March 4th on the Broadcast Stage in Hall 4 and simultaneously streamed globally for telecom leaders not at the show.

Engageware CEO Dan O’Malley will join NetUno Chairperson Gilbert Minionis and Diego Anesini, Research Vice President, Data & Analytics at IDC, for a live discussion on how telecom providers can move beyond demos to production-scale deployments with measurable business impact. The session will cover what it takes to scale AI agents across customer journeys to drive growth, improve conversion, and reduce cost and churn.

Extending Global Momentum

Engageware’s presence at Mobile World Congress follows its successful AI in CX Summit last fall, which brought together executives from leading banks and telecom providers including Banco Comafi, América Móvil, Banorte, Banco Columbia, and the Mexican Institute of Teleservices (IMT), to share how enterprises are moving beyond AI pilots to production rollouts with measurable ROI. These organizations highlighted their use of governed agentic service and messaging channels such as WhatsApp to accelerate acquisition, improve resolution, and scale engagement in highly regulated environments.

Building on that momentum, Engageware is bringing its governed AI platform to a global stage. To connect with Engageware at Mobile World Congress 2026, visit Stand 7F35 in Hall 7 or click here to schedule time with Engageware experts.

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.

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Engageware helps telecom providers scale agentic AI into production with the governance, auditability, and operational controls required in high-volume, compliance-ready environments.